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 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
• 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

2. Quarterly Business Reviews (QBR)

• Lead Quarterly Business Reviews with key business and clinical leaders within hospitals
• Prepare detailed reports and presentations for QBRs
• Collaborate with customers to develop and track success plans

3. Programmatic Design

• Develop and implement scalable customer success programs
• Design and refine customer journey maps
• Create and optimize customer onboarding, training, and retention programs
• Continuously assess and improve the effectiveness of customer success programs

4. Onboarding and Implementation

• Work closely with an Implementation Manager as a team to guide new customers through the onboarding process
• Monitor customer progress during onboarding

5. Customer Retention and Growth

• Monitor customer health and proactively address any risks to retention or satisfaction
• Identify upsell and cross-sell opportunities
• Develop and execute strategies to increase customer adoption, satisfaction, and loyalty

6. Data-Driven Insights and Reporting

• Analyze customer data and usage patterns
• Provide regular reports on customer health, satisfaction, and success metrics
• 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

• 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
• 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

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