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DescriptionJoin Us at TailorMed – Transforming Healthcare AffordabilityAwarded Best in Class in Health Equity 2025At TailorMed, we’re on a mission to eliminate barriers across the entire medication journey - from affordability to access and adherence. As a pioneering force in healthcare, we’re building a new category that transforms how patients, providers, pharmacies, life sciences, and payers collaborate to ensure every patient receives the treatment they need without delay.Our enterprise solution streamlines the full lifecycle of patient support programs, reducing the cost of care and driving better outcomes. With the nation's largest Affordability Network - deployed across 800+ hospitals, 1,300 clinics, and 650 pharmacies - we’re reshaping healthcare with innovative automation and industry-leading partnerships.If you’re passionate about making healthcare more accessible and impactful, we’d love to have you on our team. Join us and help redefine what’s possible. Learn more at tailormed.co.About the Role:The Customer Success Manager serves as an advocate and the primary point of contact for a portfolio of accounts, ensuring customers are fully engaged and deriving maximum value from our solutions. In this role, you’ll guide clients through the entire customer journey—from onboarding to ongoing support to renewal—not only providing exceptional service, but identifying opportunities to expand and provide even greater ROI for our clients.You’ll be responsible for driving the adoption of our software, helping to resolve issues, and proactively promoting new features and best practices to maximize customer success and usage of our solution. As the day-to-day contact for your accounts, you will build strong relationships and ensure that each customer is receiving maximum value from our solution. Additionally, you’ll collaborate closely with our Product and R&D teams, acting as the voice of the customer to provide feedback and drive continuous improvement.This hands-on role is perfect for someone passionate about commercially focused customer success and eager to make a direct impact by ensuring customers are satisfied and successful with TailorMed’s solutions.ResponsibilitiesBecome a trusted advisor to customers, key stakeholders, and executive sponsorsCollaborate with TailorMed’s commercial team to identify growth opportunities, supporting account renewals and expansionsDefine, measure, and communicate ROI for our customers, throughout the customer lifecycleLead QBRs and EBRs on a regular basis, and accurately reflect to customers their means to success while calling out any red flagsHandle commercial items such as renewals, churn prevention, and expansion opportunitiesBe the product expert, advising customers on use cases and product functionalitySimplify and project manage any customer issues to ensure clarity and progress towards both short- and long-term solutionsCoordinate various cross-functional teams at TailorMed and throughout the ecosystem, to ensure customers get what they need to connect their applications, data, and devices, and receive an excellent and consistent customer experience, all the time, every timeRepresent the voice of the customer to our Product and R&D teams to help them innovate new features and improvementsKeep current on new product releases and continuously educate your customers on how new features can benefit their businessRequirements5+ years of customer success or account management experience in a high-growth B2B SaaS environment; experience in the healthcare space is idealExperience with transformation or program management at an organization-wide levelDemonstrated ability to help customers use products effectively and increase their satisfaction, and a passion for providing excellent customer serviceComfortable communicating and managing relationships with different levels of stakeholdersExperience successfully navigating renewals with complex customersSuccessfully identifying expansion opportunities that led to account growthAnalytical, strategic thinker and a proactive problem solverPolished verbal and written communication skillsTechnical understanding to credibly partner with IT organizationsTrack record of performance and a growth mindsetAbility to influence action within and outside of your own teamAbility to drive change within our customers’ and internal organizationsDeliver on unique initiatives or critical business issues within complex environmentsAbility to travel approximately 20% of the timeBachelor's DegreeWhat We OfferCompetitive salary + equityPremium medical, dental, and vision insurance plans, a wide range of voluntary and supplemental benefits, and 24/7 benefits access and support - all effective from your first day of work401(k) plan with a 4% employer matchPaid holidays, vacation, and sick leaveSix weeks of paid parental leaveCompany-paid life insuranceNew MacBook, plus all of the equipment and technology you’ll need to be successful in your role
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