Manager of Customer Success
At MedScout, our mission is to empower MedTech commercial teams with the data, insights, and tools they need to deliver life-changing medical innovations to the patients who need them most. We're creating a best-in-class revenue acceleration platform that unites the latest medical claims intelligence with an intuitive user experience built specifically for sales professionals at medical device and diagnostic companies.
We're hiring our first Manager, Customer Success to lead a team of 7 CSMs (and growing). This role reports to the Head of Customer Success and will own the day-to-day management, coaching, and development of the team while driving customer value realization across our book of business.
Are we a fit for each other?
As an early team member, we're looking for individuals with strong alignment with the following core values.
Effort on our inputs: We prepare diligently, leave it all on the "field", and move on quickly. Focusing on good habits and work ethic, not individual outcomes, ultimately creates a winning culture and a successful company.
Earn Trust: We keep our commitments to our customers, partners, and each other. We listen attentively, speak candidly, and treat others respectfully. We strive to demonstrate empathy, inclusion, and intellectual honesty.
We are a Learning Organization: The only sure path to continuous improvement is a hypothesis-driven approach that prioritizes focus, decisive experimentation, rapid learning, and iteration. We expect low ego and a high degree of collaboration to enable us to find the right answer as quickly as possible.
“Top Right” is the Expectation: We hire and reward driven, innately curious individuals who work hard to gain a deep understanding of our market, their craft, and the outcomes we strive to deliver for our partners.
How will you help build this company?
You Develop a High-Performing Team: Manage, coach, and develop 7 CSMs (and growing) through weekly 1:1s, performance reviews, and career development. You hire well, onboard effectively, and build enablement programs that turn CSMs into strategic partners for our customers. You’ll own learning and development for the team, including conferences, training, and ongoing skill-building.
You Enable Strategic Engagement: Help the team operate as strategic consultants, not reactive support. Coach CSMs on running effective Strategy Sessions (our version of QBRs, focused on reinforcing value, aligning on goals, and surfacing growth opportunities), developing champions, and demonstrating value. Run regular call reviews and shadow customer conversations to ensure the team is showing up the way we want them to.
You Identify What's Breaking: Spot where CSM capacity is getting pulled away from strategic work. Partner cross-functionally with Product, Sales, EPD, and other teams to solve problems, not just surface them. Work with the Head of CS on investments that require executive support.
You Own Execution: Hold the team accountable for renewals, health scoring, and forecasting accuracy. Run CS operations including Vitally workflows, playbooks, book assignments, and support processes. You make sure the machine runs.
How we'll evaluate you:
Is the team meeting and exceeding NRR and GRR targets?
Are CSMs operating as strategic consultants, not reactive support?
Is the team developing champions and running high-quality Strategy Sessions across the book?
Are you consistently finding ways to scale the CS team's capacity through new systems, AI tooling, and process improvements that enable CSMs to manage larger books while maintaining strategic engagement?
Are you building strong cross-functional partnerships with Product, Sales, and other teams that ultimately drive better customer outcomes?
Is forecasting accuracy improving over time?
Is the team leveling up their craft over time through your coaching, enablement, and leadership?
What does an ideal background look like?
You are an expert in developing your team and have a passion for helping people build strengthen their craft.
Experience managing Customer Success, Account Management, or a similar customer-facing role.
Vertical Saas experience
A track record of driving customer value, not just managing accounts. You understand what it means to be a strategic partner to customers and can coach others to do the same.
Strong coaching instincts. You get energy from helping others improve and can give direct, actionable feedback
Comfort with forecasting, health scoring, and using data to drive decisions
Experience building or improving CS processes and playbooks
Healthcare, life sciences, or medical device experience is a plus but not required. Experience in vertical SaaS is strongly preferred if you don't have a healthcare background. Coaching CSMs to become industry experts requires understanding what it takes to go deep in a specific market.
What can you expect from us?
A competitive salary that reflects your experience and what you can bring to the table
$500 home office setup budget
Fully covered healthcare and a great vision, dental, and 401k package
You will feel heard. You will hear, "Yes, let's do that!" and then have the opportunity to execute your ideas successfully
Remote first culture and quarterly on-sites with the rest of the MedScout Team
We stay in nice hotels and eat well when we travel for work. No one feels like a badass walking into a Quality Inn
Generous budget for learning and development + any tools you feel would make you more effective
Location & Travel
This is a remote role. Expect heavier travel in Q1 for customer and sales meetings, with ongoing travel of at least once per month (2-3 days) throughout the year.
What is the interview process?
Intro call with our Head of People
A 60 minute Zoom call with our Head of Customer Success to get to know each other, walk through your experience, and discuss what we're building
A 60 minute Case Study where you'll present how you've improved a team's performance against a key metric
A 30 minute Zoom call with two current Customer Success Managers to learn more about the team and ask questions
A 60 minute Values-based interview with 3 members of the MedScout team
Offer components presented to you in writing (we can talk about ranges beforehand)
Three (3) Reference Calls. We expect to hear great things, so this is mainly to understand how to work best with you
Formal offer presented for your consideration
MedScout embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our work will be.
We will ensure that individuals with disabilities are provided reasonable accommodation who need it. We want you to be able to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any accommodation please let us know!