Job Description
Role Overview
Our Customer Success team champions the needs and voice of our customers. The team advises and guides customers to ensure successful product launches, broad adoption, and continued business value from Medispend’s SaaS products. Reporting directly to the Director, Medical Affairs & Field Enablement, the Customer Success Manager, Medical Affairs, serves as a trusted advisor, project manager, consultant, and product expert, while acting as a key conduit for customer feedback and recommendations to internal teams.
We are seeking an experienced customer-facing professional who is passionate about building lasting relationships and contributing to customer success. This highly collaborative, product-savvy role is responsible for driving customer satisfaction and loyalty, supporting product adoption, and identifying opportunities to expand customer relationships.
Key Responsibilities
- Serve as the customer champion, front-line customer leader, and dedicated account owner for assigned customers, building strong relationships through proactive engagement and account management.
- Act as a product leader and trusted advisor, providing recommendations and leading effective customer presentations in virtual and face-to-face settings.
- Advocate for the customer experience by understanding customer needs, addressing challenges, and recommending solutions that drive satisfaction and value.
- Guide customers throughout the product lifecycle, including initial rollout and deployment, ongoing management, renewals, and expansion opportunities.
- Coach customers to become product experts and train their teams on Medispend product methodologies, enabling greater self-sufficiency and adoption.
- Drive customer engagement, satisfaction, and loyalty with a focus on SaaS renewals and long-term customer success.
- Identify customer growth and expansion opportunities across Medispend products and partner with Sales to support strategic customer plans.
- Partner cross-functionally to translate customer business needs and product requirements into effective solutions and communicate customer feedback to internal teams.
- Develop and enhance customer onboarding resources in partnership with Product Management, including materials that support successful adoption and ongoing customer success.
- Support the development of customer references and case studies.
- Travel to meet with customers onsite, as needed, to understand their needs and support successful onboarding and adoption.
- Partner with Sales on prospective customer opportunities, providing guidance on how best to position and introduce Medispend products within their organizations.
Competencies Required:
- 5+ years of experience in a customer-facing role within customer success, account management, or strategic consulting; SaaS experience preferred.
- Highly collaborative, self-motivated, and proactive, with a strong focus on customer loyalty and product adoption.
- Strong interpersonal and relationship-building skills with both internal and external stakeholders.
- Demonstrated track record of delivering professional customer service in a fast-paced, dynamic environment.
- Diplomacy, tact, and composure when navigating customer challenges.
- Bachelor’s degree.
What we provide:
- Merit-based compensation – Competitive base salary plus bonus
- Work from anywhere – Roles are open to candidates located anywhere in the US (United States)
- Unlimited PTO (Paid Time Off), including Paid Holidays and Sick Leave
- 401k+ Match
- Comprehensive health, dental, and vision insurance
- Paid Parental Leave
- Health and wellness perks including life & disability insurance, healthcare funding options like FSAs (Flexible Spending Accounts) and HSAs (Health Savings Account), Dependent Care, an EAP (Employee Assistance Program) program, discounts, Learning and Development
Working Conditions/Physical Demands:
This position is fully remote, with limited travel that may be required for occasional team meetings, training sessions, or business events. Work is performed primarily in a home-office environment using standard office equipment such as a computer, keyboard, mouse, and phone. Employees are expected to maintain a safe, ergonomic, and confidential workspace with reliable high-speed internet access suitable for professional remote work.
The role generally requires extended periods of sitting, viewing a computer screen, and communicating through written and verbal means. Occasional light physical activity (e.g., lifting materials or equipment up to 20 pounds) may be necessary.
Reasonable accommodations will be provided in accordance with the Americans with Disabilities Act (ADA) and other applicable laws to enable qualified individuals with disabilities to perform the essential functions of the job. Employees working remotely must ensure their workspace meets company standards for safety, ergonomics, and data security as outlined in organizational policy.
Disclaimer: This job description identifies the general duties and minimum level of skills required to perform this job. It is not intended to represent a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned.
Notice for all applicants: we are seeking a permanent full-time employee, this is not a contractor position.
Notice for Colorado and Washington applicants: In compliance with applicable pay transparency laws, the expected annual base salary for this role is $80,000–$100,000, plus eligibility for bonus and benefits.
MediSpend is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.
