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Customer Success Manager

At Navigating Cancer, our mission is to improve the lives of cancer patients and those who care for them. We enable oncology clinics to provide personalized, efficient care to every patient by providing relevant educational materials, giving the whole care team visibility to patient issues and needs, and delivering useful insights so that care teams can identify and resolve gaps in care. Through our platform, patients receive a holistic service offering to support their individual goals and needs.

In order to advance our mission to – “Enable Personalized Care for Every Cancer Patient,” we are seeking candidates for the following role:

Customer Success Manager

Job Summary:

The Customer Success Manager is the primary point of contact to ensure client success by optimizing the utilization of our products and services. The CSM trains clients and manages the customer project to the contract timeline in order to meet business objectives. This role will provide sales support by demonstrating the clinical use of our software solutions and workflow effectiveness.

Responsibilities 

  • Implement and train our customers for all company products and services 
  • Meet revenue, upgrades, live providers and utilization targets by overcoming hurdles, whether company or customer driven
  • Drive projects and training according to the contract timeline, without sacrificing the quality of the implementation 
  • Increase the utilization of company products and services for existing customers
  • Maintain and communicate status of projects and reporting updates as required using tools such as weekly, monthly, and quarterly customer utilization and project statuses
  • Collaborate with Project Managers to work on assigned projects independently
  • Provide sales support through clinical software demonstrations and best practices for workflow optimization to expand and increase our install base
  • Work in collaboration with the Provider Sales team to review quotes and to recommend optimized training and services for clients
  • Recommend process improvement on products and services to increase project delivery and efficiency to improve customer satisfaction/loyalty to various business stakeholders such as Product Management 
  • Maintain an understanding of the competitive landscape and healthcare market trends to support the Provider Sales market 
  • Attend company meetings

Qualifications

  • 3+ years medical oncology clinic experience and/or training experience  
  • Ability to manage multiple projects simultaneously while working with clients remotely or in person 
  • Familiarity/proficiency with the following: Excel/Google Sheets, Word/Google Docs, PPT/Google Slides, Salesforce.com, MS Visio/Lucidchart
  • Demonstrated ability to accomplish objectives with and through others without direct control 
  • Extensive knowledge of medical/radiation oncology workflow and software systems in community and hospital environments
  • Experience rolling out new processes and/or systems in an oncology clinic
  • Excellent organizational & communication skills with attention to detail 
  • Proven record of meeting project plan and business target objectives 
  • Enjoy working in a team environment 
  • Travel 25-50% of the time 
  • BA/BS Degree

Why work here? 

We support thousands of healthcare professionals and tens of thousands of cancer patients every day. We help cancer patients get better care—and consider this a valuable and meaningful reason to come to work everyday. You get to work with leading technology, wear many hats, and contribute every day to our business success! Join us to help us grow and establish ourselves as a world-class business. We are lean, agile, and lightweight. We believe in each other, believe in our work, and have fun along the way.

This position is full time remote.

We offer competitive compensation, benefits and a fantastic work environment:

- Employer subsidized medical, dental and vision 

- 401K + ROTH option

- Generous employee stock option plan

- Paid maternity/ paternity leave policy

- Bi-Annual Hackathons

- Educational stipend

Our Values: 

Work with Purpose. Work together to improve the lives of cancer patients. Collaborate with team members, have passion, enthusiasm and mission for the work that we do.

Act with Integrity. Communicate openly, be honest, follow through.

Be Agile. Discover creative solutions, welcome change. Adapt and pursue continuous improvement.

Seek Simplicity. Reduce complexity for our customers and patients. Simplify our products, our processes and our messages.

Strive for Growth. Constantly strive to achieve personal, professional, and company goals. Continuous reflection, learning and achievement.

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