Customer Success Manager, Strategic

AcuityMD Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join AcuityMD, a rapidly growing SaaS company revolutionizing the medical technology (MedTech) industry, as a Customer Success Manager, Strategic. In this pivotal role, you will be instrumental in ensuring our most valued clients achieve maximum success and derive profound value from our innovative software and data platform. AcuityMD empowers MedTech companies to gain unparalleled insights into product utilization, understand the drivers of customer variation, and pinpoint opportunities for physicians to enhance patient care through the adoption of cutting-edge technologies. With the FDA approving approximately 6,000 new medical devices annually, our platform is critical in helping MedTech organizations navigate this complex landscape, connect their products with the right physicians, and ultimately improve patient outcomes.
• As a Strategic Customer Success Manager, you will manage a portfolio of high-impact, enterprise-level accounts. Your primary responsibility will be to cultivate deep, trusted relationships with key stakeholders, including executives, product managers, sales leaders, and clinical teams within these organizations. You will act as a strategic advisor, understanding their unique business objectives, challenges, and workflows, and demonstrating how AcuityMD’s platform can be leveraged to achieve their goals. This involves proactive engagement, strategic account planning, and driving adoption and expansion of our solutions.
• You will be responsible for developing and executing comprehensive success plans tailored to each strategic account. This includes setting clear objectives, defining key performance indicators (KPIs), and regularly reviewing progress against these metrics. Your ability to translate complex data and software functionalities into tangible business value will be paramount. You will conduct regular business reviews (QBRs) with clients, showcasing the impact of AcuityMD on their business, identifying new opportunities, and ensuring continued alignment with their evolving needs.
• A key aspect of this role involves driving product adoption and ensuring clients are fully leveraging the capabilities of the AcuityMD platform. You will identify opportunities for clients to expand their use of our services, leading to increased customer lifetime value and retention. This may involve collaborating with our sales and product teams to introduce new features, provide best practices, and ensure a seamless user experience. Your insights into customer needs and market trends will be invaluable in shaping our product roadmap.
• You will serve as the primary point of contact for your assigned accounts, managing all aspects of the customer lifecycle post-sale. This includes onboarding, ongoing support, issue resolution, and proactive risk management. You will work closely with internal teams, including Sales, Product, Engineering, and Support, to ensure a cohesive and exceptional customer experience. Your ability to advocate for customer needs internally will be crucial in driving product improvements and service enhancements.
• Success in this role will be measured by key metrics such as customer retention, expansion revenue, customer satisfaction (NPS/CSAT), and overall account health. You will be expected to develop a deep understanding of the MedTech industry, including market dynamics, regulatory environments, and competitive landscapes, to provide strategic guidance and identify potential growth areas for both our clients and AcuityMD.
• This is an opportunity to make a significant impact at a high-growth, venture-backed company. You will be part of a dynamic and collaborative team, working with passionate individuals dedicated to improving healthcare through technology. If you are a strategic thinker, a relationship builder, and passionate about driving customer success in a fast-paced, innovative environment, we encourage you to apply.
• You will proactively identify and mitigate churn risks by understanding customer sentiment, usage patterns, and business challenges. This involves developing and implementing retention strategies, working collaboratively with account teams to address concerns, and ensuring clients remain delighted with their AcuityMD investment.
• Furthermore, you will be a champion for our clients within AcuityMD, providing valuable feedback to Product, Marketing, and Sales teams to inform strategy and product development. Your deep understanding of client needs will help shape the future of our platform and our go-to-market approach.
• The ideal candidate will possess a strong understanding of SaaS business models and the importance of customer lifetime value. You will be adept at navigating complex organizations, influencing stakeholders at all levels, and driving consensus towards shared goals. Your analytical skills will be essential in interpreting data, identifying trends, and developing data-driven strategies for account growth and retention.
• This role requires a proactive, results-oriented individual who thrives in a remote work environment. You will be expected to manage your time effectively, maintain a high level of organization, and communicate clearly and concisely across various channels. Your ability to build rapport and trust quickly will be a key differentiator.
• Ultimately, your mission will be to ensure that every strategic client views AcuityMD not just as a vendor, but as an indispensable partner in their journey to innovate and improve patient care through advanced medical technologies.

🎯 Requirements

• Proven track record of success in managing strategic, enterprise-level accounts within a SaaS environment, with a minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role.
• Deep understanding of the Medical Technology (MedTech) industry, including market dynamics, regulatory considerations, and key stakeholders (e.g., physicians, hospitals, MedTech manufacturers).
• Exceptional ability to build and maintain strong, long-term relationships with C-level executives and key decision-makers within client organizations.
• Strong analytical skills with the ability to interpret complex data, identify trends, and translate insights into actionable strategies for account growth and retention.
• Excellent communication, presentation, and negotiation skills, with the ability to articulate complex technical concepts and business value clearly and persuasively.

🏖️ Benefits

• Competitive salary and equity package in a high-growth, venture-backed startup.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) and company holidays.
• Remote-first work environment with flexibility and autonomy.
• Opportunities for professional development and career advancement within a rapidly scaling organization.
• Collaborative and supportive company culture with a mission-driven team focused on improving healthcare outcomes.

Skills & Technologies

Remote

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AcuityMD Inc.

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About AcuityMD Inc.

AcuityMD is a sales intelligence platform designed for medical device companies. It helps sales teams identify and engage with the right healthcare providers, understand their purchasing behaviors, and close deals more effectively. The platform integrates with existing CRM systems and provides data-driven insights into market trends, competitor activity, and provider engagement. By leveraging data analytics and AI, AcuityMD aims to streamline the sales process, improve forecasting accuracy, and ultimately drive revenue growth for medical device manufacturers and distributors. Its focus is on empowering sales professionals with the information they need to build stronger relationships and achieve their sales targets in a complex healthcare landscape.

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