Senior Customer Success Manager
Enterprise
Updated on 2/26/2024
Medallion

201-500 employees

Medical credentialing & licensing service
Company Overview
Medallion's mission is to remove as much regulatory complexity as possible so that their customers and providers can focus on what they do best—providing care to patients.
B2B

Company Stage

Series C

Total Funding

$88M

Founded

2019

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

2%

1 year growth

17%

2 year growth

151%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Salesforce
CategoriesNew
Sales & Account Management
Customer Success & Support
Requirements
  • 8+ years of customer success or relevant account management experience at a SaaS startup
  • Healthcare consulting or a customer success role with a health-tech company is a plus
  • Experience using CRM software (ideally Salesforce), and GSuite Applications (Docs, Sheets, Slides)
Responsibilities
  • Own the overall relationship with your book of business; work with your customer on all stages of the customer journey from onboarding, driving adoption, growth, and retention
  • Partner with the customer to align on their business objectives and goals in order to build and drive measurable success plans
  • Drive successful renewals to maintain and grow existing revenue, as well as identify and execute on expansion opportunities
  • Be a strategic advisor and provide consultative guidance and best practices to your book of business
  • Identify key stakeholders and build relationships with executive buyers and c-suite level contacts
  • Develop new and innovative ways to share relevant data and insights that’s impactful to customers and ties back to their success drivers through Strategic Business Reviews
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • Drive greater customer engagement across accounts by applying data insights, product and industry expertise
  • Collaborate with internal teams to solve complex customer problems and drive impact
  • Consistently achieve logo retention, net-retention, renewal, and expansion targets
  • Act as the voice of the customer, and advocate internally for customer needs and develop strong feedback loops within Medallion
  • Drive process improvements that will improve our abilities to better serve both our customers and internal stakeholders as we scale
Desired Qualifications
  • Proven experience leading and managing high touch customer relationships while achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
  • Able to identify solutions, improve effectiveness of current strategies, and manage change
  • Previous experience creating growth plans and strategic business reviews for your clients
  • GTM and team oriented mindset
  • Strong operational skills that drive organizational efficiencies and customer satisfaction
  • Ability to influence and build credibility and trust across the organization and with customers
  • Problem solving, project management, interpersonal and organizational skills