Customer Success Manager (CS 197)

Customer Success Manager

AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary, and identify opportunities where physicians can better serve their patients.

Customer Success Managers are trusted advisors to key stakeholders at our accounts, delivering strategic insights to drive their business initiatives. Additionally, this role will be primarily responsible for guiding users and organizations through ongoing platform adoption and value recognition. Customer Success Managers are successful by leveraging scalable resources and tactics to drive deep product adoption and ensure long-term customer retention and growth.

Team Mission

We are building a best-in-class Commercial Team and establishing a repeatable go-to-market motion. We are hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals to thoughtfully engage VPs, General Managers, and other corporate decision makers across the Medical Device Industry. Our Commercial Team takes a proactive, consultative, and high-touch approach when working with customers, investing heavily in pre-sales through onboarding and training to ensure customers are on the road to success from Day 1.

We strongly encourage people of all backgrounds to apply.

Responsibilities

• Effectively manage a large book of business across many different account specialties and unique product configurations/use-cases.
• Ensure high user-adoption through effective executive sponsorship, change management, and best practice guidance.
• Create scalable resources and programs to proactively support a large variety of business use-cases across the Medical device lifecycle.
• Generate contract renewals by ensuring customers view AcuityMD as critical to their sales process long-term.
• Partner with Account Executives to build growth strategies for your book of business and work with them to secure successful renewals and expansions.
• Regularly monitor account health and adoption to find new opportunities to help customers acquire maximum value from AcuityMD.
• Develop strategies to quickly mitigate account risk and ensure customers remain committed to AcuityMD.

Your Profile

• You have 3-5 years of experience in Customer Success for Enterprise SaaS, scaled or digital client success experience preferred, and/or in the Medical Technology industry.
• You're able to quickly develop personal relationships with customers and colleagues through empathy and deep curiosity.
• You are comfortable leveraging various software tools and AI to drive efficiency and effectiveness
• You have the eagerness to learn and dig deep into technical aspects of the platform.
• You're proactive and self-driven, and bring infectious energy and resiliency.
• You are an excellent verbal and written communicator (email & PPT).
• You're highly organized with ability to multi-task and prioritize different assignments.
• You are comfortable with change (tooling, processes, etc)

Nice to Haves

• Analytical background with experience with data platforms like Amplitude, Looker, Omni etc or other similar platforms.
• Understanding of how to leverage scaled communication tooling like Zoom webinars, email campaigns, and other methods of delivering customer facing content.
• Experience using a customer success platform (Gainsight, Planhat, Vitaly, etc). Especially if you have experience configuring and performing back end administrative work.

You must have an eligible work permit in the USA or Canada to be considered for this position.

AcuityMD is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, market data and may vary from the range provided. OTE salary range: $130,000-$160,000

We Offer:

• Remote work : AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
• Flexible PTO : Generous time off and flexible hours give you the freedom to do your best work.
• Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents.
• Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.
• Ground floor opportunity : Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
• Competitive compensation with equity upside .

Who We Are:

The Company: We are builders, who are inspired by our mission to expand patient access to cutting-edge medical technologies. We value working collaboratively to solve hard problems for our customers with simple, innovative solutions. We push ourselves to learn with empathy. We foster an active culture of mentorship and inclusion, and we welcome new team members that share our values.

We're backed by Benchmark, Redpoint Ventures, Ajax Health, and several other leading software and medical device investors. Since Acuity launched in 2020, we've brought on customers ranging from publicly traded Fortune 500 companies to innovative growth-stage companies and regional medical device distributors.

The Product:

AcuityMD uses data and software to help teams collaborate around the complex relationships they have with the users of medical technologies: doctors. Our platform empowers medical technology companies to see how their products are used, understand why outcomes vary, and identify opportunities where physicians or sites of care can better serve their patients.

AcuityMD is an Equal Opportunity Employer

AcuityMD is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage people of all backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of AcuityMD are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.