Manager, Growth Customer Success

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, ICONIQ Growth 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.

In this role, as a leader in our organization, you will recruit, hire, and manage a diverse team of talented CSMs, fostering their professional growth through mentorship and coaching. You will shape the long-term strategy for the customer success segment while also managing day-to-day operations for the team. We are seeking a candidate who is driven, curious, and deeply committed to customer success.

We are seeking a highly seasoned and experienced manager to join our growing Customer Success organization and lead a team of Customer Success Managers working with Growth companies in the US. This role is fundamental to the retention and expansion of these critical growth customers. Your team’s focus will be on fostering customers’ success with AcuityMD and implementing strategies to mitigate risks, whilst ensuring your team is capturing the customer’s return on their investment with AcuityMD.

The ideal candidate will have management and leadership experience scaling teams within a B2B SaaS organization, excellent communication skills, and a history of eliminating barriers to customer adoption. This role requires confident leadership, strategic prioritization, an analytical mindset, and empathetic people management.

Team Mission

We are building a best-in-class commercial organization by establishing a repeatable go-to-market motion, hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals, and thoughtfully engaging VPs, General Managers, and other corporate decision makers across the Medical Device Industry.

Responsibilities

• Directly manage and support a team of CSMs to ensure we are hitting our group and company targets.
• Develop and implement risk mitigation strategies to ensure customer retention.
• Partner closely with CSMs as they work with their customers to quantify the value that AcuityMD brings to their organization.
• Support the growth and development of your team by recruiting, hiring, training, and coaching top talent.
• Inform our approach and design to align with how we execute comprehensive adoption strategies with our largest segment of customers.
• Provide thought leadership and act as a trusted advisor to our customers by building executive-level relationships with key accounts.
• Report quarterly performance metrics for the team.
• Work cross-functionally with Sales, Services to develop, plan, and implement new strategies that enable our growing CSM team.
• Lead internal initiatives to drive change management, adoption and performance of new processes and strategies.

Your Profile

• You have 5+ years of customer success experience, preferably within an Enterprise SaaS organization.
• You have 3+ years of people management experience.
• You leverage principles of organizational leadership while managing high-performing teams.
• You have repeatedly built successful relationships and demonstrated growth with growing accounts throughout your career.
• You have a proven track record of a systematic approach to defining, developing and optimizing processes.
• You are able to synthesize trends and themes happening across your team’s accounts and develop sound hypotheses with clear next steps on how we should approach these trends
• You lead effectively in a highly dynamic and fast-paced environment.
• You have exceptional organizational, operational, and analytical skills.
• Communication is one of your most salient strengths. You are proactive, clear, and compelling in your written and oral communication.
• You are passionate and enthusiastic about AcuityMD!

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

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.
• Unlimited vacation: Generous time off and flexible hours give you the freedom to do your best work.
• Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees' dependents.
• Home Office Stipend: $1000 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, ICONIQ Growth and several other leading software investors.

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.

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Last updated on Aug 16, 2024