Manager of Customer Success

MedScout

5d • Remote

About The Position

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.
Focused Learnings Drive Innovation: 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.

Requirements

• Experience in Customer Success, Account Management, or a similar customer-facing role, either as a people manager or as a senior individual contributor ready to step into management (Deep people management experience is preferred).
• 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

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees