Customer Success Manager, Medical Affairs

Our Customer Success team champions the needs and voice of our customers. The team advises and guides customers to ensure successful product launches, broad adoption, and continued business value from Medispend’s SaaS products. Reporting directly to the Director, Medical Affairs & Field Enablement, the Customer Success Manager, Medical Affairs serves as a trusted advisor, project manager, consultant, and product expert, while acting as a key conduit for customer feedback and recommendations to internal teams.

We are seeking an experienced customer-facing professional who is passionate about building lasting relationships and contributing to customer success. This highly collaborative, product-savvy role is responsible for driving customer satisfaction and loyalty, supporting product adoption, and identifying opportunities to expand customer relationships.

Key Responsibilities

• Serve as the customer champion, front-line customer leader, and dedicated account owner for assigned customers, building strong relationships through proactive engagement and account management.
• Act as a product leader and trusted advisor, providing recommendations and leading effective customer presentations in virtual and face-to-face settings.
• Advocate for the customer experience by understanding customer needs, addressing challenges, and recommending solutions that drive satisfaction and value.
• Guide customers throughout the product lifecycle, including initial rollout and deployment, ongoing management, renewals, and expansion opportunities.
• Coach customers to become product experts and train their teams on Medispend product methodologies, enabling greater self-sufficiency and adoption.
• Drive customer engagement, satisfaction, and loyalty with a focus on SaaS renewals and long-term customer success.
• Identify customer growth and expansion opportunities across Medispend products and partner with Sales to support strategic customer plans.
• Partner cross-functionally to translate customer business needs and product requirements into effective solutions and communicate customer feedback to internal teams.
• Develop and enhance customer onboarding resources in partnership with Product Management, including materials that support successful adoption and ongoing customer success.
• Support the development of customer references and case studies.
• Travel to meet with customers onsite, as needed, to understand their needs and support successful onboarding and adoption.
• Partner with Sales on prospective customer opportunities, providing guidance on how best to position and introduce Medispend products within their organizations.