CancerIQ
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The Company At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic counseling service capacity, quadruple genetic testing uptake & significantly improve screening compliance. To date, CancerIQ has raised over $26 million to deliver on our mission, with our Series B funding round led by Merck Global Health Innovation Fund and Amgen Ventures.
Our team is made up of a committed, all-in group of people who are as driven to ending cancer as we know it as the providers and patients we serve. This has led to a growing network of over 200 clinical locations across the country, with a robust ecosystem of partners in the diagnostic and genomics space behind us. But we’re committed to scaling quickly – in this era of tremendous progress against cancer, we’re looking for people to be just as tremendously committed to their work at CancerIQ. If you want your work to matter, join us.
The Position As a Customer Success Manager (CSM) at CancerIQ, you will be responsible for managing and nurturing customer relationships throughout the customer lifecycle. Our customers include hospitals and health systems that rely on our cancer risk assessment software to improve patient outcomes. In this role, you will ensure that customers are maximizing the value of CancerIQ's products and services, driving customer satisfaction, retention, and growth. Additionally, you will play a key role in the programmatic design of customer success initiatives, ensuring that our processes, programs, and tools are scalable, effective, and aligned with customer needs. You must be comfortable engaging with both clinical and business leaders within hospitals and health systems, understanding their unique perspectives and challenges in the context of cancer risk assessment and management.
Responsibilities
Customer Relationship Management
Manage the buyer relationship, which tends to be, but is not limited to, the Oncology Service Line Leader, Director of the Breast Center, or Director of Cancer Services, in CancerIQ accounts
Be the quarterback, coordinating on behalf of the buyer with clinical, operational, technical, and marketing/business development working groups
Be held accountable for driving business value, by coordinating with implementation managers, product specialists, and other members of the CancerIQ team assigned to the accounts
Lead Quarterly Business Reviews (QBR) with key business and clinical leaders within hospitals and health systems to review performance, address concerns, and align on future goals
Prepare detailed reports and presentations for QBRs, highlighting key metrics, achievements, and areas for improvement
Collaborate with customers to develop and track success plans, ensuring alignment with their strategic goals in cancer care
Programmatic Design
Develop and implement scalable customer success programs that address the diverse needs of our customer base in the healthcare sector
Design and refine customer journey maps, identifying key touchpoints and opportunities for engagement
Create and optimize customer onboarding, training, and retention programs, ensuring they are effective and aligned with customer success objectives
Continuously assess and improve the effectiveness of customer success programs, using data and customer feedback to drive improvements
Onboarding and Implementation
Work closely with an Implementation Manager as a team to guide new customers through the onboarding process, ensuring a smooth and successful implementation of CancerIQ's software within their clinical workflows
Monitor customer progress during onboarding, addressing any issues or concerns promptly
Customer Retention and Growth
Monitor customer health and proactively address risks to retention or satisfaction, particularly in high-stakes healthcare settings
Identify upsell and cross-sell opportunities, working closely with the sales team to drive additional value for customers
Develop and execute strategies to increase customer adoption, satisfaction, and loyalty, with a focus on long-term success in cancer care
Data-Driven Insights and Reporting
Analyze customer data and usage patterns to identify trends, opportunities, and potential risks, particularly in the context of cancer risk management
Provide regular reports on customer health, satisfaction, and success metrics to internal stakeholders
Use data to drive decisions and strategies for improving customer outcomes
How Our CSMs Differ From Our Implementation Managers The position of CSM at CancerIQ differs from the role of an Implementation Manager. While CSMs own and manage the relationship with our customers, Implementation Managers work in tandem with CSMs to project manage both implementations of new customers, as well as continuing improvement projects within existing customers. Implementation Managers are responsible for creating and tracking project plans and charters, application configurations, and leading implementation meetings.
Requirements
Bachelor's degree in Business, Healthcare Management, Genetics, or a related field
3-5 years of experience in Customer Success, Account Management, or a related role, preferably within the healthcare industry
Strong experience in designing and implementing customer success programs
Excellent interpersonal and communication skills, with the ability to build and maintain relationships with both clinical and business leaders within hospitals and health systems
Experience conducting Quarterly Business Reviews and presenting to executive-level stakeholders
Proactive and solution-oriented, with strong problem-solving skills
Ability to manage multiple priorities and customers in a fast-paced environment
Experience with HubSpot, Zendesk, and Jira is preferred
Data-driven mindset with the ability to analyze data and derive actionable insights
The Ideal Candidate We are looking for someone who knows what it takes to execute as a CSM and, who treats the "job" as his or her own business and thrives on seeing customers succeed and grow. Prior experience as a CSM or Account Manager in the healthcare space is strongly preferred, as well as someone who is driven to surpass goals while delivering a great experience to customers and coworkers alike.
Benefits
Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401-K)
Headquartered in Chicago's iconic Wrigley Building, with complementary Water Taxi service to and from Union and Ogilvy Stations
Complementary gym membership with daily instructor-led classes
Generous company paid holidays and monthly CancerIQ mental health days
Formal training and professional development opportunities
Bi-annual "All Hands" weeks where local Chicago employees convene and connect with employees based in other cities
Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
Building things that save lives
CancerIQ is building a diverse and inclusive work environment. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to cultivate a fast-paced, collaborative, laid back, rewarding space to work.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at CancerIQ by 2x
Sign in to set job alerts for “Customer Success Manager” roles. Chicago, IL $94,000.00-$156,200.00 1 week ago
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Get AI-powered advice on this job and more exclusive features.
The Company At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic counseling service capacity, quadruple genetic testing uptake & significantly improve screening compliance. To date, CancerIQ has raised over $26 million to deliver on our mission, with our Series B funding round led by Merck Global Health Innovation Fund and Amgen Ventures.
Our team is made up of a committed, all-in group of people who are as driven to ending cancer as we know it as the providers and patients we serve. This has led to a growing network of over 200 clinical locations across the country, with a robust ecosystem of partners in the diagnostic and genomics space behind us. But we’re committed to scaling quickly – in this era of tremendous progress against cancer, we’re looking for people to be just as tremendously committed to their work at CancerIQ. If you want your work to matter, join us.
The Position As a Customer Success Manager (CSM) at CancerIQ, you will be responsible for managing and nurturing customer relationships throughout the customer lifecycle. Our customers include hospitals and health systems that rely on our cancer risk assessment software to improve patient outcomes. In this role, you will ensure that customers are maximizing the value of CancerIQ's products and services, driving customer satisfaction, retention, and growth. Additionally, you will play a key role in the programmatic design of customer success initiatives, ensuring that our processes, programs, and tools are scalable, effective, and aligned with customer needs. You must be comfortable engaging with both clinical and business leaders within hospitals and health systems, understanding their unique perspectives and challenges in the context of cancer risk assessment and management.
Responsibilities
Customer Relationship Management
Manage the buyer relationship, which tends to be, but is not limited to, the Oncology Service Line Leader, Director of the Breast Center, or Director of Cancer Services, in CancerIQ accounts
Be the quarterback, coordinating on behalf of the buyer with clinical, operational, technical, and marketing/business development working groups
Be held accountable for driving business value, by coordinating with implementation managers, product specialists, and other members of the CancerIQ team assigned to the accounts
Lead Quarterly Business Reviews (QBR) with key business and clinical leaders within hospitals and health systems to review performance, address concerns, and align on future goals
Prepare detailed reports and presentations for QBRs, highlighting key metrics, achievements, and areas for improvement
Collaborate with customers to develop and track success plans, ensuring alignment with their strategic goals in cancer care
Programmatic Design
Develop and implement scalable customer success programs that address the diverse needs of our customer base in the healthcare sector
Design and refine customer journey maps, identifying key touchpoints and opportunities for engagement
Create and optimize customer onboarding, training, and retention programs, ensuring they are effective and aligned with customer success objectives
Continuously assess and improve the effectiveness of customer success programs, using data and customer feedback to drive improvements
Onboarding and Implementation
Work closely with an Implementation Manager as a team to guide new customers through the onboarding process, ensuring a smooth and successful implementation of CancerIQ's software within their clinical workflows
Monitor customer progress during onboarding, addressing any issues or concerns promptly
Customer Retention and Growth
Monitor customer health and proactively address risks to retention or satisfaction, particularly in high-stakes healthcare settings
Identify upsell and cross-sell opportunities, working closely with the sales team to drive additional value for customers
Develop and execute strategies to increase customer adoption, satisfaction, and loyalty, with a focus on long-term success in cancer care
Data-Driven Insights and Reporting
Analyze customer data and usage patterns to identify trends, opportunities, and potential risks, particularly in the context of cancer risk management
Provide regular reports on customer health, satisfaction, and success metrics to internal stakeholders
Use data to drive decisions and strategies for improving customer outcomes
How Our CSMs Differ From Our Implementation Managers The position of CSM at CancerIQ differs from the role of an Implementation Manager. While CSMs own and manage the relationship with our customers, Implementation Managers work in tandem with CSMs to project manage both implementations of new customers, as well as continuing improvement projects within existing customers. Implementation Managers are responsible for creating and tracking project plans and charters, application configurations, and leading implementation meetings.
Requirements
Bachelor's degree in Business, Healthcare Management, Genetics, or a related field
3-5 years of experience in Customer Success, Account Management, or a related role, preferably within the healthcare industry
Strong experience in designing and implementing customer success programs
Excellent interpersonal and communication skills, with the ability to build and maintain relationships with both clinical and business leaders within hospitals and health systems
Experience conducting Quarterly Business Reviews and presenting to executive-level stakeholders
Proactive and solution-oriented, with strong problem-solving skills
Ability to manage multiple priorities and customers in a fast-paced environment
Experience with HubSpot, Zendesk, and Jira is preferred
Data-driven mindset with the ability to analyze data and derive actionable insights
The Ideal Candidate We are looking for someone who knows what it takes to execute as a CSM and, who treats the "job" as his or her own business and thrives on seeing customers succeed and grow. Prior experience as a CSM or Account Manager in the healthcare space is strongly preferred, as well as someone who is driven to surpass goals while delivering a great experience to customers and coworkers alike.
Benefits
Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401-K)
Headquartered in Chicago's iconic Wrigley Building, with complementary Water Taxi service to and from Union and Ogilvy Stations
Complementary gym membership with daily instructor-led classes
Generous company paid holidays and monthly CancerIQ mental health days
Formal training and professional development opportunities
Bi-annual "All Hands" weeks where local Chicago employees convene and connect with employees based in other cities
Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
Building things that save lives
CancerIQ is building a diverse and inclusive work environment. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to cultivate a fast-paced, collaborative, laid back, rewarding space to work.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at CancerIQ by 2x
Sign in to set job alerts for “Customer Success Manager” roles. Chicago, IL $94,000.00-$156,200.00 1 week ago
Chicago, IL $96,000.00-$135,000.00 6 days ago
Chicago, IL $95,000.00-$105,000.00 1 week ago
Chicago, IL $147,000.00-$167,000.00 23 hours ago
Chicago, IL $90,000.00-$110,000.00 1 month ago
Other Roles
Manager, Customer Product Support - North America
Customer Success Manager - Value Realization
Associate Customer Success Manager, Uber Direct
Customer Success Manager - Higher Education
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr