Location: Remote Reports to: Director of Customer Success Department: Customer SuccessAbout PatientIQPatientIQ is a fast-growing healthcare technology company on a mission to improve patient outcomes through smarter, data-driven care. We work with healthcare providers, life sciences organizations, and research institutions to transform clinical insights into action. As we scale, we are investing in strong operational infrastructure to enable consistent, predictable growth across the commercial organization.Role OverviewThe PatientIQ Customer Success Manager (CSM) owns the success, retention and growth of PatientIQ clients by helping clients get the most out of the PatientIQ product, network and services. The CSM will serve as the main point of contact post implementation, driving value through helping clients improve data collection, workflow and utilizing the data collected in order to achieve the clients goals. In addition to developing and implementing account-specific strategies to improve our client growth and retention on a portfolio of client accounts, the CSM serves as the voice of the customer, working cross-functionally with product and development teams at PatientIQ to help drive continuous improvement of the platform. What You’ll Do<ul> <li>Build and maintain long-term relationships with key customer executives, product owners, and others, within a geographic territory</li> <li>Coordinate, develop, and deliver quarterly business reviews to customers to show progress, value, and growth potential</li> <li>Maintain a positive geographic territory net revenue retention </li> <li>Act as the SME on the PatientIQ platform and help our customers leverage our internally developed resources, best practices, and processes to achieve their goals</li> <li>Work cross-functionally with the implementations team, as well as product and engineering teams to continuously provide feedback on customer needs to inform the future product roadmap and development strategy</li> <li>Maintain and regularly update the PatientIQ product documentation and internal wikis</li> <li>Manage Customer Success Analysts for your geography in order to support clients effectively</li> <li>Support PatientIQ sales operations and help identify areas where we can grow our offerings and solve new customer problems</li> <li>Support and facilitate customer renewals, amendments and new product opportunities in coordination with the sales team</li> </ul>What You Bring<ul> <li>Bachelor’s Degree or MBA in a related field</li> <li>3+ years’ experience managing strategic customer accounts in a B2B SaaS environment</li> <li>Excellent organizational and communication skills and the ability to handle multiple projects simultaneously</li> <li>Ability to prioritize tasks, regularly communicate progress, and meet established deadlines</li> <li>Must have a solid technical aptitude for email, calendaring and working with shared documents</li> <li>Collaborative mindset to effectively work across internal teams across PatientIQ</li> <li>Ability to travel at least 25% annually</li> <li>Proficient in all Microsoft Office Suite products (Word, Excel, Powerpoint)</li> </ul>Nice to Have<ul> <li>Prior experience in healthcare, health-tech, or experience working in the medical industry</li> <li>Experience with a CRM and other tools for tracking customer communication, knowledge management and support tickets</li> <li>Basic understanding of SQL and interacting with production software databases</li> </ul>