![Cancer IQ](https://media.trabajo.org/img/noimg.jpg)
Customer Success Manager
4 weeks ago
The Company
At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic counseling service capacity, quadruple genetic testing uptake & significantly improve screening compliance. To date, CancerIQ has raised over $26 million to deliver on our mission, with our Series B funding round led by Merck Global Health Innovation Fund and Amgen Ventures.
Our team is made up of a committed, all-in group of people who are as driven to ending cancer as we know it as the providers and patients we serve. This has led to a growing network of over 200 clinical locations across the country, with a robust ecosystem of partners in the diagnostic and genomics space behind us. But we’re committed to scaling quickly – in this era of tremendous progress against cancer, we’re looking for people to be just as tremendously committed to their work at CancerIQ. If you want your work to matter, join us.
The Position
As a Customer Success Manager (CSM) at CancerIQ, you will be responsible for managing and nurturing customer relationships throughout the customer lifecycle. Our customers include hospitals and health systems that rely on our cancer risk assessment software to improve patient outcomes. In this role, you will ensure that customers are maximizing the value of CancerIQ’s products and services, driving customer satisfaction, retention, and growth. Additionally, you will play a key role in the programmatic design of customer success initiatives, ensuring that our processes, programs, and tools are scalable, effective, and aligned with customer needs. You must be comfortable engaging with both clinical and business leaders within hospitals and health systems, understanding their unique perspectives and challenges in the context of cancer risk assessment and management.
The Role and Responsibilities
1. Customer Relationship Management
· Manage the over buyer relationship, which tends to be, but in not limited to, the Oncology Service Line Leader, Director of the Breast Center, or Director of Cancer Services, in CancerIQ accounts
· Be the quarterback, coordinating on behalf of the buyer with: clinical, operational, technical, and marketing/business development working groups
· Be held accountable for driving business value, by coordinating with implementation managers, product specialists, and other members of the CancerIQ team assigned to the accounts
2. Quarterly Business Reviews (QBR)
· Lead Quarterly Business Reviews with key business and clinical leaders within hospitals and health systems to review performance, address any concerns, and align on future goals and objectives.
· Prepare detailed reports and presentations for QBRs, highlighting key metrics, achievements, and areas for improvement, particularly in the context of cancer risk assessment.
· Collaborate with customers to develop and track success plans, ensuring alignment with their strategic goals in cancer care.
3. Programmatic Design
· Develop and implement scalable customer success programs that address the diverse needs of our customer base in the healthcare sector.
· Design and refine customer journey maps, identifying key touchpoints and opportunities for engagement to enhance the customer experience with CancerIQ’s software.
· Create and optimize customer onboarding, training, and retention programs, ensuring they are effective and aligned with customer success objectives, particularly in clinical environments.
· Continuously assess and improve the effectiveness of customer success programs, using data and customer feedback to drive improvements.
4. Onboarding and Implementation
· Work closely with an Implementation Manager as a team to guide new customers through the onboarding process, ensuring a smooth and successful implementation of CancerIQ’s software within their clinical workflows.
· Monitor customer progress during onboarding, addressing any issues or concerns promptly.
5. Customer Retention and Growth
· Monitor customer health and proactively address any risks to retention or satisfaction, particularly in high-stakes healthcare settings.
· Identify upsell and cross-sell opportunities, working closely with the sales team to drive additional value for customers.
· Develop and execute strategies to increase customer adoption, satisfaction, and loyalty, with a focus on long-term success in cancer care.
6. Data-Driven Insights and Reporting
· Analyze customer data and usage patterns to identify trends, opportunities, and potential risks, particularly in the context of cancer risk management.
· Provide regular reports on customer health, satisfaction, and success metrics to internal stakeholders.
· Use data to drive decisions and strategies for improving customer outcomes.
How Our CSMs Differ from our Implementation Managers
The position of CSM at CancerIQ differs from the role of an Implementation Manager. While CSMs own and manage the relationship with our customers, Implementation Managers work in tandem with CSMs to project manage both implementations of new customers, as well as continuing improvement projects within existing customers. Implementation Managers are responsible for creating and tracking project plans and charters, application configurations, and leading implementation meetings.
Requirements
The Requirements
· Bachelor’s degree in Business, Healthcare Management, Genetics, or a related field.
· 3-5 years of experience in Customer Success, Account Management, or a related role, preferably within the healthcare industry.
· Strong experience in designing and implementing customer success programs.
· Excellent interpersonal and communication skills, with the ability to build and maintain relationships with both clinical and business leaders within hospitals and health systems.
· Experience conducting Quarterly Business Reviews and presenting to executive-level stakeholders.
· Proactive and solution-oriented, with strong problem-solving skills.
· Ability to manage multiple priorities and customers in a fast-paced environment.
· Experience with HubSpot, Zendesk, and Jira is preferred.
· Data-driven mindset with the ability to analyze data and derive actionable insights.
The Ideal Candidate
We are looking for someone who knows what it takes to execute as a CSM and, who treats the “job” as his or her own business and thrives on seeing customers succeed and grow. Prior experience as a CSM or Account Manager in the healthcare space is strongly preferred, as well as someone who is driven to surpass goals while delivering a great experience to customers and coworkers alike.
Benefits
The Benefits
· Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401-K)
· Headquartered in Chicago's iconic Wrigley Building, with complementary Water Taxi service to and from Union and Ogilvy Stations
· Complementary gym membership with daily instructor-led classes
· Generous company paid holidays and monthly CancerIQ mental health days
· Formal training and professional development opportunities
· Bi-annual "All Hands" weeks where local Chicago employees convene and connect with employees based in other cities
· Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
· Building things that save lives
CancerIQ is building a diverse and inclusive work environment. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to cultivate a fast-paced, collaborative, laid back, rewarding space to work.
-
Customer Engagement Manager
1 week ago
Chicago, Illinois, United States Customer Labs Full timeJoin a dynamic and innovative startup that is revolutionizing the Supply Chain sector through real-time tracking and comprehensive visibility. If you are contemplating submitting an application, please ensure you review the entire description before proceeding.About the Position:Customer Labs is seeking a driven and seasoned Customer Success Manager to...
-
Customer Success Manager
2 weeks ago
Chicago, United States Tandem Full timeThe Company At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic...
-
Customer Success Manager
3 weeks ago
Chicago, United States Tandem Full timeThe Company At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic...
-
Customer Success Manager
3 weeks ago
Chicago, United States Tandem Full timeThe Company At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic...
-
Customer Success Manager
4 weeks ago
Chicago, United States Wolters Kluwer Full timeLocation: open to US applicants, with preference to candidates located in commuting-distance to our Chicago, IL office Product(s) you'll be supporting: UpToDate Patient Engagement Region: Central/Midwest This is an individual contributor position Company Overview: Wolters Kluwer Health's Clinical Effectiveness (CE) organization is a fast-growing and...
-
Customer Success Manager
3 weeks ago
Chicago, United States CancerIQ Full timeThe Company At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic...
-
Customer Success Manager
4 days ago
Chicago, United States CancerIQ Full timeThe Company At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic...
-
Customer Success Manager
2 months ago
Chicago, United States Education Walkthrough Enterprise Full timeThe Role In this role, you will be responsible for managing a portfolio of customers with the primary objective of delighting customers. You'll act as a trusted advisor, maintaining regular contact to support and partner with them for effective use of the Education Walkthrough platform. Your responsibilities include understanding customer goals, proactively...
-
Customer Success Manager
3 weeks ago
Chicago, United States CancerIQ Full timeThe Company At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic...
-
Customer Success Manager
9 hours ago
Chicago, Illinois, United States Coates Group Full timeAbout the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Coates Group. As a key member of our customer support team, you will be responsible for building and maintaining strong relationships with our enterprise customers.Key ResponsibilitiesCustomer Education: Provide clear and concise guidance and updates to stakeholders,...
-
Customer Success Manager
3 weeks ago
Chicago, United States Midwest Startups Full timeJoin a fast-paced, innovative, data-driven startup named 2021 Best Tech Start ups In Chicago , that is changing the Supply Chain industry through real time tracking and end-to-end visibility. About the role: FourKites is looking for an ambitious and experienced Customer Success Manager to join our team! You will provide the best customer experience by...
-
Customer Success Manager
1 month ago
Chicago, United States Cargado, Inc. Full timeAbout the company Cargado is an early stage technology startup revolutionizing how U.S.-Mexico cross-border logistics is executed. Founded by experienced entrepreneurs Matt Silver (second-time founder/CEO after a successful exit and long-time freight veteran) and Rylan Hawkins (CTO, Ex-Convoy, Ex-Microsoft, and previous founder). Mexico has recently taken...
-
Customer Success Manager
3 weeks ago
Chicago, United States HALO Branded Solutions Full timeOur mission at Halo is to move science forward. One of Fast Company's 2021 "World Changing Ideas," Halo's platform connects scientists directly with companies to bring new innovations to the world. We work with the R&D teams at some of the most iconic companies – including PepsiCo, Bayer, Eli Lilly and P&G – on topics ranging from sustainability to human...
-
Customer Success Manager
2 weeks ago
Chicago, United States SADA Full timeJoin SADA as a Customer Success Manager Your Mission As a Customer Success Manager at SADA, you are a team leader who can align with our Google customer base at the executive level (CIOs, Dir of IT) to gain insights on the technology we sell while captivating audiences for renewals/upsells, hence a Unifier. The Customer Success Manager will need to keep a...
-
Customer Success Manager
2 months ago
Chicago, United States Relativity Full timeThe Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team plays a crucial role in ensuring the success of our accounts by driving product adoption, providing strategic guidance, and fostering strong relationships with our customers. Your Role in Action Develop trusted-advisor...
-
Customer Success Manager
3 weeks ago
Chicago, United States FourKites, Inc. Full timeJoin a fast-paced, innovative, data-driven startup named 2021 Best Tech Start ups In Chicago , that is changing the Supply Chain industry through real time tracking and end-to-end visibility. About the role: FourKites is looking for an ambitious and experienced Customer Success Manager to join our team! You will provide the best customer experience by...
-
Customer Success Manager
2 months ago
Chicago, United States HALO Branded Solutions Full timeOur mission at Halo is to move science forward. One of Fast Company's 2021 "World Changing Ideas," Halo's platform connects scientists directly with companies to bring new innovations to the world. We work with the R&D teams at some of the most iconic companies – including PepsiCo, Bayer, Eli Lilly and P&G – on topics ranging from sustainability to human...
-
Customer Success Manager
4 weeks ago
Chicago, United States Coates Group Full timeBe Part of Our Next Chapter For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started! We’re a global technology company focused on creating dynamic, smart, personalized and engaging...
-
Customer Success Manager
2 months ago
Chicago, United States ACAMS Full timeChicago, IL, USA ● Washington, DC, USA Req #125 Thursday, March 21, 2024 Reporting to the Operations Manager, the Customer Success Manager is a member of the U.S. team with the responsibility to manage and deliver high priority client and internal projects (product development & translations, systems implementation etc.) to agreed scope, timelines and...
-
Customer Success Manager
1 month ago
Chicago, United States FourKites, Inc. Full timeAt FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads with...