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8 days ago
Requirements and responsibilities
About the roleAt 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?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.Earn Trust: We keep our commitments to customers, partners, and each other. We listen attentively, speak candidly, and treat others respectfully—with empathy, inclusion, and intellectual honesty.We are a Learning Organization: We use a hypothesis-driven approach with focus, decisive experimentation, rapid learning, and iteration, expecting low ego and high collaboration.“Top Right” is the expectation: We hire and reward driven, innately curious individuals who 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. Hire well, onboard effectively, and build enablement programs that turn CSMs into strategic partners for customers. 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 (a 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 shows up the way we want.You Identify What's Breaking: Spot where CSM capacity is being 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—making sure the machine runs.How we'll evaluate youIs 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 scaling CS capacity through new systems, AI tooling, and process improvements so CSMs can manage larger books while maintaining strategic engagement?Are you building strong cross-functional partnerships with Product, Sales, and other teams that drive better customer outcomes?Is forecasting accuracy improving over time?Is the team leveling up their craft 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 and 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.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 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.Generous budget for learning and development + any tools you feel would make you more effective.Location & TravelThis 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.Formal offer presented for your consideration.Diversity & accommodationMedScout embraces diversity and equal opportunity in a serious way. The company is committed to building a team that represents a variety of backgrounds, perspectives, and skills, and ensuring individuals with disabilities are provided reasonable accommodation as needed for the application, interview process, and essential job functions.
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