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Customer Success Manager
About The Position
About the company
Scopio Labs is a rapidly growing medical technology company revolutionizing hematology and cell morphology analysis. Our mission is to facilitate quicker, earlier detection and diagnosis of blood-related diseases, ultimately leading to improved patient outcomes. At Scopio Labs, every team member plays a crucial role in our life-saving mission.
About our technology
Scopio has developed a groundbreaking digital imaging platform utilizing innovative computational photography and clinical-grade AI. This platform automatically analyzes blood samples at the highest resolution available and delivers results within minutes. Our Full-Field Peripheral Blood Smear Application has received FDA clearance, and our technology is currently in commercial use across hospitals and labs in the US, Europe, and Israel.
What you’ll be doing
As a Customer Success Manager (CSM) at Scopio, you will play a pivotal role in ensuring the success of our customers. You will be responsible for driving digital transformation through product adoption, ensuring a positive customer experience, and contributing to the growth of our customer base by making each customer a reference site.
You will work closely with all teams at the company and contribute to strengthening the delivery excellence practice.
- Managing a portfolio of customers at their stage of the business cycle
- Overseeing day-to-day relationships with our clients and key stakeholders, including executives and decision-makers, to understand their business needs and to grow and optimize strategic accounts
- Understanding customers' business objectives and proactively identifying opportunities to drive value and ROI
- Collaborating with cross-functional teams, including Sales, Product, Business Development, and Support, to advocate for customer needs and ensure a seamless customer experience
- Conducting regular business reviews with customers and proactively identify and address any issues or concerns to ensure customer satisfaction
- Managing escalations when needed and drive internal teams to achieve delivery excellence
Requirements
- At least 3-5 years of experience in customer success management at a technology company, ideally B2B SaaS
- BA/BS degree or equivalent work experience.
- Excellent written, verbal, and presentation skills in English
- Strategic thinker with the ability to respond quickly in customer-facing situations
- Experience in managing a portfolio of mid-market customers
- A can-do attitude with excellent problem-solving skills under pressure
- Experience collaborating with cross-functional teams
- Strong focus on user needs and a curiosity about products relevant to them
- Experience in the medical devices, healthcare industry or multidisciplinary products is preferred
- Self-driven, with the ability to work remotely as an individual contributor
- Ability to travel approximately 20% of the time
Base salary range - 90K - 110K/Year
Scopio Labs offers competitive compensation and a full range of benefits, including health coverage for you and your dependents, as well as a 401K with a 4% company match.