We’re looking for an experienced Enterprise Customer Success Manager who will be responsible for managing and growing some of Medallion’s most important customers. As an Enterprise Customer Success Manager, you will help deliver long term success for customers through building and fostering deep relationships with key stakeholders, understanding their business priorities, identifying growth opportunities, and acting as the voice of the customer internally to ensure their needs are met.

In this role you will work cross-functionally with our Implementation, Operations, Sales, Customer Support, Product, and Engineering teams to not only manage relationships, set expectations, and support day-to-day but to ensure customers achieve a significant return on and drive business success with their Medallion investment.

We’re looking for someone who is resourceful and thrives in a challenging, fast-paced environment. Your role will have a direct impact on top-priority, company-wide goals and will provide accelerated learning

This role reports to the Director of Customer Success and base compensation for this role may land between $100,000 – $150,000. In addition to base salary, Medallion offers equity, bonus, and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.

Responsibilities:

  • Own the overall relationship with your book of business; work with your customer on all stages of the customer journey from onboarding, driving adoption, growth, and retention
  • Partner with the customer to align on their business objectives and goals in order to build and drive measurable success plans
  • Drive successful renewals to maintain and grow existing revenue, as well as identify and execute on expansion opportunities
  • Be a strategic advisor and provide consultative guidance and best practices to your book of business
  • Identify key stakeholders and build relationships with executive buyers and c-suite level contacts
  • Develop new and innovative ways to share relevant data and insights that’s impactful to customers and ties back to their success drivers through Strategic Business Reviews
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • Drive greater customer engagement across accounts by applying data insights, product and industry expertise
  • Collaborate with internal teams to solve complex customer problems and drive impact
  • Consistently achieve logo retention, net-retention, renewal, and expansion targets
  • Act as the voice of the customer, and advocate internally for customer needs and develop strong feedback loops within Medallion
  • Drive process improvements that will improve our abilities to better serve both our customers and internal stakeholders as we scale

Skills and Qualifications:

  • 8+ years of customer success or relevant account management experience at a SaaS startup
  • Healthcare consulting or a customer success role with a health-tech company is a plus
  • Proven experience leading and managing high touch customer relationships while achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
  • Able to identify solutions, improve effectiveness of current strategies, and manage change
  • Previous experience creating growth plans and strategic business reviews for your clients
  • GTM and team oriented mindset
  • Experience using CRM software (ideally Salesforce), and GSuite Applications (Docs, Sheets, Slides)
  • Experience successfully working with and building relationships with senior executives and key stakeholders, both internally and externally
  • Strong operational skills that drive organizational efficiencies and customer satisfaction
  • Ability to influence and build credibility and trust across the organization and with customers
  • Problem solving, project management, interpersonal and organizational skills
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