[Hiring] Customer Success Manager @MedScout

Role Description

At MedScout, our mission is to empower MedTech commercial teams with the data, insights, and tools they need to deliver life-changing medical innovations to the patients who need them most. We’re creating a best-in-class revenue acceleration platform that unites the latest medical claims intelligence with an intuitive user experience built specifically for sales professionals at medical device and diagnostic companies.

Our Customer Success Managers work side-by-side as strategic partners to our clients across the entire customer lifecycle.

Core Values

• Effort on our inputs: We prepare diligently, leave it all on the "field", and move on quickly.
• Earn Trust: We keep our commitments to our customers, partners, and each other.
• Intelligence Drives Operations: We learn continuously and have the humility to quickly recognize when our assumptions are wrong.
• Hire And Develop The Best: We look to raise the bar with every hire and promotion.
• Take Decisive Action: We have a hypothesis-driven approach with a bias for speed of experimentation.

Responsibilities

• You Operate with Autonomy: Independently manage complex, high-value accounts, owning relationships from end users to C-suite executives.
• You Own Your Book of Business: Drive the complete post-sales lifecycle for your accounts from kickoff through renewal and expansion.
• You Engage with Deep Curiosity: Continuously seek to understand your customers' businesses, industries, and goals.
• You are a Strategic Partner: Leverage deep industry expertise to challenge client thinking and develop transformative strategies.
• You Work Cross-functionally: Drive alignment across Product, Engineering, and Sales to deliver exceptional customer outcomes.
• You Inform MedScout’s Roadmap & POV: Capture and synthesize customer insights to influence product development and company strategy.

Evaluation Criteria

• Are you meeting and exceeding NRR targets within your book of business?
• Are your customers adopting MedScout to support their commercial strategies?
• Are you actively contributing to our Voice of Customer motions?
• Are customers looking to you as a “GTM consultant” that deeply understands their business?
• Is your engagement on calls and emails with customers raising the bar for strategic partnership?
• Are your customers engaged and referenceable?
• Are you following internal playbooks and processes?

Qualifications

• 5+ years of customer success or strategic account management experience.
• Experience within the medical device/diagnostics or healthcare technology space.
• Proven track record of independently managing $1M+ books of business.
• Experience presenting to and influencing C-suite executives or decision makers.
• Strong analytical skills with the ability to connect usage data to business outcomes.
• History of identifying and closing expansion opportunities without sales support.
• Excellence in managing complex objections and competitive situations.

Benefits

• A competitive salary that reflects your experience.
• $500 home office setup budget.
• Fully covered healthcare and a great vision, dental, and 401k package.
• Remote first culture and quarterly on-sites with the rest of the MedScout Team.
• Generous budget for learning and development.

Interview Process

• Intro call with our Head of People.
• A 60 minute Zoom call with our Head of Customer Success.
• A 60 minute Case Study where you’ll showcase how you’ve used deep curiosity to drive customer value.
• A 45 minute Zoom call with three current Customer Success Managers.
• A 60 minute Values based interview with 3 members of the MedScout team.
• Offer components presented to you in writing.
• Three Reference Calls.
• Formal offer presented for your consideration.