Manager, Oncology Customer Success

Job description

POSITION SUMMARY: The Manager, Customer Success leads Customer Success Managers of our Oncology CSMs. This position is responsible for developing goals in a scalable way to accommodate new and ongoing Customer Success. This role primarily functions to oversee a team that onboards accounts, reduces friction from accounts having issues, and identifying new opportunities to generate revenue. Oversee day-to-day operations of the Customer Success Managers. May also require maintaining their own region for Customer Success in times of coverage. Partner with various sales partners to ensure CSMs have a key alignment with sales. Develop the team as a distinct entity from the other CSM departments in order to align with business goals. Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning the cross-functional efforts needed to improve the customer journey. Act as the point person for any client complaint or escalation and see through resolution. Beat and exceed expectations set for key business metrics including csat, net promoter score, missing information rate, average selling price, and customer retention. Assist in team deployment...