Customer Success Manager, Associate

Reimagine the infrastructure of cancer care within a technology and science community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem.

We’re looking for a Customer Success Manager, Associate to help us accomplish our mission to improve lives by learning from the experience of every cancer patient. Are you ready to be the next changemaker in cancer care?

What You'll Do

In this role, you'll work on the Customer Success Team to build irreplaceable relationships with customers. You'll be responsible for the success of customers in our Community Oncology Network including Flatiron’s largest and most complex healthcare customers. Customer Success Managers handle a range of strategic projects and milestones, report on account insights and use market perspective to inform product recommendations. In addition, you'll also:

• Develop deep, strategic relationships with customers by building trust and rapport with stakeholders including executives, ensuring their satisfaction and engagement while aligning Flatiron’s solutions and resources with their priorities
• Leverage customer subject matter expertise to lead and deliver business reviews with executive leadership teams
• Retain and grow Flatiron’s Community Oncology network by tracking health metrics and proactively identifying potential risks
• Drive the rollout and adoption of Flatiron products and features, proactively gathering customer feedback on needs, challenges, and ideas, then synthesize insights to inform cross-functional partners
• Become knowledgeable about core products and functionality, and use that knowledge to make customers successful in their business
• Uncover the rationale behind customer requests by asking probing questions, understanding the community oncology space, and drawing on Flatiron product knowledge. Balance internal customer advocacy with Flatiron’s business objectives
• Design, implement, and document innovative strategies to drive customer engagement
• Manage customer escalations with a solution-oriented approach
• Lead annual renewal process and expansion opportunities to help drive revenue for Flatiron

This is a highly cross-functional role, focused on working with customers as well as other internal teams, including Product, Customer Support, Marketing, Operations, Regulatory & Legal and Implementation. Ultimately, the Customer Success Managers are responsible for advocating for customers and working to ensure customer retention and satisfaction.

Who You Are

You're an independent self-starter with excellent problem solving and communication skills. You excel in relationship-building, prioritization, and project management. The role requires a sharp analytical mind, organizational skills, resourcefulness, and a passion for understanding the evolving community oncology space. You're excited by the prospect of tackling complex, meaningful problems everyday. You’re a thoughtful, empathetic and collaborative problem-solver who seeks and gives candid feedback, and values the chance to make an impact. In Addition: 

• You have a Bachelor's degree
• You have 2-3 years experience in customer success, consulting, account management, or project management, preferably in healthcare, including:
  • Collaborating and communicating with a wide range of client stakeholders
  • Developing detailed subject-matter expertise, communicating clearly, and leading projects with a range of external and internal stakeholders
• You have the ability to solve problems in a resourceful and independent manner while working in a fast-paced, dynamic, high-impact environment
• You are able to work with and influence a diverse set of stakeholders
• You have the ability to effectively identify what’s important and effectively prioritize competing projects
• You have excellent time management, written and verbal communication skills
• You are passionate about our mission to improve healthcare through technology

Where you’ll work 

In this hybrid role, you’ll have a defined work location that includes work from home and 3 office days set by you and your team. For more information on our approach to hybrid work, please visit the gorustaiproductdesignmarketing