Customer Success Manager

About Us

At Assist

IQ we are dedicated to creating a more efficient and transparent healthcare supply chain by fixing one of the core problems - providers lack accurate data and insights on their supply and implant usage. Our AI-driven software solution provides highly accurate, seamless capture of supply and implant usage in real-time, and generates actionable insights to healthcare systems, enabling better revenue capture and reduced waste, ultimately leading to better value of care and better outcomes for patients.

As a Customer Success Manager at Assist

IQ, you’ll be responsible for building and maintaining ongoing relationships with customers and ensuring their satisfaction with Assist

IQ products. You will partner with the existing team to refine processes and generate best practices to support the development of a scalable customer success model.

In this position you will own customer relationships, proactively address issues, ensure customer value is seen in the product, and drive customer retention. You will ensure the product is being used to its full capacity and partner with the Delivery Director to drive expansion opportunities. You will be introduced to the customer during the beginning of the sales cycle, act as a soft resource during implementation, and own the relationship post-go live.

We’re looking for candidates who enjoy and can work in a fast-paced start-up environment. This person will have a strong ability to establish and maintain relationships, problem-solve with customers and internal teammates, gather feedback and identify areas of value for stakeholders. They will have a proactive approach and excellent communication skills. The role is dynamic with priorities evolving regularly.

• Plan and execute the ongoing customer success delivery plan for each customer.
• Build and maintain positive relationships with customer stakeholders, establishing trust, understanding business goals, and demonstrating partnership value.
• Present partnership value on a regular basis to the customer, gathering feedback and keeping the customer informed on upcoming product enhancements and improvements specific to supporting their goals and needs.
• Partner with the Customer Support and Data Analysis teams to measure and monitor the overall ‘health’ of customers and achievement of success criteria outlined in the partnership agreement.
• Regularly report on customer stability and product expansion opportunities to the internal team.
• Ensure product adoption and utilization across assigned customers.
• Collaborate with sales, marketing, implementation, and support teams to ensure a seamless customer experience.
• Continuously improve customer success processes, including evolving communication methods and updates, striving for consistent and clear communication.

• 3+ years of experience in a similar health care technology focused CSM role.
• Experience managing operations stakeholders in a hospital or clinical setting.
• Demonstrated leadership and problem-solving skills.
• Experience preparing and presenting customer partnership updates to stakeholders.
• Ability to communicate cross-functionally internally & elevate customer needs efficiently to ensure customer needs are met and exceeded.
• Demonstrated capability of stakeholder management, problem-solving, and prioritization.
• Experience managing communication with stakeholders at different levels of seniority (C‑Suite to Operations).
• Excellent interpersonal skills.
• Ability to synthesize information, think quickly, and drive changes.

• ~20% travel required.
• Current Valid Driver’s License.
• Health insurance.
• 3 weeks of vacation.
• 10 sick days.
• Flexible work hours.
• Top of class culture.

• Customer Centricity:
  We actively learn about our customers' pain points to understand their needs and deliver technology solutions that exceed their expectations. Customer satisfaction is our ultimate measure of success.
• Transparency & Inclusivity:
  We act with integrity, creating space for new ideas and sharing information about our progress, challenges, and decision-making processes.
• Agility & Flexibility:
  We iterate with speed, challenging the status quo and seeking continuous improvement to respond to our customer needs and market changes.
• Accountability and
  
  Collaboration:
  
  We foster a culture of responsibility and display curiosity, grit and passion to achieve our objectives, individually and as a team.
• Social Responsibility:
  We prioritize environmental impact by making responsible choices and developing products that make the healthcare industry more sustainable.