Customer Success Manager

New

PathAIDigital pathology

This is a US based remote position.Full-TimeManager

Salary64,500 - 99,000 USD per year

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Job Details

Experience: 1+ years of experience in a client-facing role
Required Skills: SQLJiraData visualizationCustomer SuccessSaaSLookerAccount Management

Hold a bachelor’s degree in life sciences, data analytics, computer science, or a closely related discipline.
Have 1+ years of experience in a client-facing role managing relationships within large, global, and complex organizations.
Have previous internship and/or co-op experience.
Demonstrate a track record as a top performer in high-growth startups and the ability to work in fast-paced, ambiguous environments.
Bring strong analytical skills and operating rigor.
Demonstrate executive presence and presentation skills for in-person meetings with executive, clinical, project, and technical stakeholders.
Be proficient in data visualization and dashboarding tools such as Metabase, SQL, Looker, or similar.
Be able to handle difficult customer situations and communicate resolutions for technical and non-technical issues.
Be willing to travel up to 20% of the time.
Preferably have experience with SaaS, digital pathology, diagnostics, medical devices (SaMD), or other technical products.
Have strong interpersonal and communication skills, organizational skills, and the ability to prioritize multiple projects.

Build and maintain customer relationships as the primary point of contact, providing hands-on solutions and support.
Engage proactively with customers and internal stakeholders.
Log customer feedback in Jira and advocate for high-impact requests.
Identify contract renewal and new product introduction opportunities with the DDx commercial team.
Monitor customer usage and engagement metrics to identify trends, issues, and improvement opportunities.
Identify ways to enhance customer support and deliver training materials.
Design and deliver reports and dashboards that communicate product adoption and usage metrics to customers.
Provide hands-on technical support through a support queue, coordinating with customer IT and internal development teams and serving as an escalation point during an on-call rotation.
Build and maintain a content library of training videos, quick start guides, and support templates.

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