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Customer Success Manager

Chicago, IL

Customer Success

Job Description

The PatientIQ Customer Success Manager (CSM) owns the success of PatientIQ clients in getting the most out of the PatientIQ product, network, and services. The CSM serves as the single point of contact through whom the client team can access technical, implementation, product, marketing, and other services at PatientIQ, and coordinates the efforts of these and other teams in helping clients achieve their goals. The CSM learns their clients’ integrated products and use cases in order to support the client in engaging potential integration partners. Internal to PatientIQ, the CSM serves as the voice of the customer, influencing product and service development based on real client needs and gap analyses.

Responsibilities
  • Build and maintain long term relationships with key customer executives, product owners, implementation teams, and others
  • Create and drive success plans tailored to customers, incorporating their integration goals and PatientIQ capabilities
  • Support PatientIQ sales operations and help identify areas where we can grow our offerings and solve new customer problems
  • Manage cross-team initiatives to remove acute and long-term barriers to customer success
  • Manage a team of Customer Success Analysts, including setting goals, recruitment, training, and day-to-day management
  • Plan and conduct training of customer end users and other important stakeholders
  • Know our customers’ business and represent their perspective to the PatientIQ engineering, marketing, product and other internal teams
  • Support and facilitate customer renewals, amendments and new product opportunities in coordination with the sales team
Background & Experience
  • Experience as a Customer Success Manager in a high-touch environment
  • Proven long term customer relationships that led to consistent, measurable outcomes
  • Understanding of the application development lifecycle and system integration and implementation processes
  • Ability to work across all levels of the customer organization to understand their organizational goals and how PatientIQ fits into their strategy plans
  • Collaborative mindset to effectively work across internal teams across PatientIQ
  • Excellent organizational and communication skills
  • SaaS software company experience
  • Must have a solid technical aptitude for email, calendaring and working with shared documents
  • Experience with a CRM and other tools for tracking customer communication, knowledge management and editing internal wiki pages are nice to have
  • Health-tech industry experience is nice to have
  • Ability to travel at least 25% annually

A few of the perks of working at PatientIQ

We believe in taking care of our employees, check out some of the amenities you will receive after you join the team.

Benefits

Top-notch health, dental and vision insurance. Additional perks available including 401K.

Flexible Time Off

We trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.

Mission Driven

Our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.

World-Class Team

We’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.

Idea Meritocracy

Ideas come first. We encourage all team members to challenge the status quo because our mission demands this.

Fast Growing

We are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.