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Customer Success Manager, SMB

3 months ago

Remote, Oregon, United States AcuityMD Full time

Customer Success Manager, SMB

AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary, and identify opportunities where physicians can better serve their patients.

In this role, you will spearhead the retention of Growth accounts with $20K ARR. You will do this by having a focus on adoption and retention of the customers*.* The overall mission of this role is to develop deep and personal relationships with our user base, driving user adoption across and ensuring retention and renewal of each of your accounts.

Team Mission

The Customer Success team is responsible for Adoption of the platform, Retention of the customer base and growth via expansions resulting in Super Advocate customers.

Responsibilities

  • Manage the different facets of AcuityMD subscription to drive renewals.
  • Understand and align on the goals and business needs of the customer.
  • Work directly with users, stakeholders and decision makers to ensure full platform adoption driving ROI towards a successful renewal.
  • Own the complete renewal lifecycle with the customer including negotiating terms and conditions of the renewal contract.
  • Forecast trends, refine renewal strategies to proactively engage customers to hit renewal KPIs.
  • Cross collaborate with product teams to process customer feedback with a focus on platform adoption.
  • Build a cohort of super advocates within portfolio to facilitate a strong user and stakeholder community.

Your Profile

  • 3+ years of direct renewal management experience in fast growing SaaS organization.
  • Analytical, problem-solving, and troubleshooting skills
  • Solid project management and customer management skills
  • Understand software integrations
  • Highly organized and detail oriented
  • Strong customer service skills; Soft skills to interact with customers over phone, email, zoom
  • Experience with tools like Gainsight, Zendesk, Salesforce, Hubspot, Jira, Client Success, Slack etc.
  • MedTech, Healthcare or Life Sciences experience is a big plus

Nice to Haves

  • Previous Customer Success or Account Management or Sales experience

You must have an eligible work permit in the USA or Canada to be considered for this position

We Offer:

  • Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
  • Unlimited vacation: Generous time off and flexible hours give you the freedom to do your best work.
  • Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees' dependents.
  • Home Office Stipend: $1000 to invest in remote office equipment and WiFi reimbursement.
  • Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
  • Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
  • Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.
  • Ground floor opportunity: Join a high growth startup, backed by world class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
  • Competitive compensation with equity upside.

Who We Are:

The Company: We are builders, who are inspired by our mission to expand patient access to cutting-edge medical technologies. We value working collaboratively to solve hard problems for our customers with simple, innovative solutions. We push ourselves to learn with empathy. We foster an active culture of mentorship and inclusion, and we welcome new team members that share our values.

We're backed by Benchmark, Redpoint Ventures, Ajax Health, and several other leading software investors.

AcuityMD is an Equal Opportunity Employer

AcuityMD is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage people of all backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of AcuityMD are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.