Customer Success Manager

Customer Success Manager

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 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.