Customer Success Manager

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.

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