Customer Success Manager (CSM)

At CancerIQ, our technology is expanding access to precision cancer prevention, early detection, and treatment for more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic counseling service capacity, quadruple genetic testing uptake, and significantly improve screening compliance. To date, CancerIQ has raised over $26 million to deliver on our mission, with our Series B funding round led by Merck Global Health Innovation Fund and Amgen Ventures.

Our team is made up of a committed, all-in group of people who are as driven to end cancer as we know it as the providers and patients we serve. This has led to a growing network of over 200 clinical locations across the country, with a robust ecosystem of partners in the diagnostic and genomics space behind us. But we're committed to scaling quickly in this era of tremendous progress against cancer, we're looking for people who are just as tremendously committed to their work at CancerIQ. If you want your work to matter, join us.

As a Customer Success Manager (CSM) at CancerIQ, you will be responsible for managing and nurturing customer relationships throughout the customer lifecycle. Our customers include hospitals and health systems that rely on our cancer risk assessment software to improve patient outcomes. In this role, you will ensure that customers are maximizing the value of CancerIQ's products and services, driving customer satisfaction, retention, and growth.

Additionally, you will play a key role in the strategic planning and program leadership of customer success initiatives, ensuring that our processes, programs, and partnerships are aligned with customer needs and scalable across our growing customer base. You must be comfortable engaging with both clinical and business leaders within hospitals and health systems, understanding their unique perspectives and challenges in the context of cancer risk assessment and management.

• Manage the overall buyer relationship, which tends to include, but is not limited to, the Oncology Service Line Leader, Director of the Breast Center, or Director of Cancer Services.
• Serve as the quarterback, coordinating with clinical, operational, technical, and marketing/business development working groups on behalf of the buyer.
• Be accountable for driving business value by coordinating with implementation managers, product specialists, and other members of the CancerIQ team assigned to the accounts.

• Lead Quarterly Business Reviews with key business and clinical leaders within hospitals and health systems to review performance, address concerns, and align on future goals and objectives.
• Prepare detailed reports and presentations for QBRs, highlighting key metrics, achievements, and areas for improvement, particularly in the context of cancer risk assessment.
• Collaborate with customers to develop and track success plans, ensuring alignment with their strategic goals in cancer care.

• Partner with executive-level stakeholders within health systems to align CancerIQ's products and services with broader strategic goals in cancer prevention and care.
• Identify opportunities to expand program impact across departments, service lines, or sites, and develop tailored strategies to drive scale and sustainability.
• Serve as a trusted advisor to clinical and administrative leaders, proactively recommending workflows, reports, and best practices to enhance performance.
• Collaborate with cross-functional teamsincluding Product, Implementation, Marketing, and Salesto ensure CancerIQ's customer-facing strategies are aligned, scalable, and effective.

• Work closely with an Implementation Manager as a team to guide new customers through the onboarding process, ensuring a smooth and successful implementation of CancerIQ's software within their clinical workflows.
• Monitor customer progress during onboarding and address any issues or concerns promptly.

• Monitor customer health and proactively address any risks to retention or satisfaction, particularly in high-stakes healthcare settings.
• Identify upsell and cross-sell opportunities, working closely with the sales team to drive additional value for customers.
• Develop and execute strategies to increase customer adoption, satisfaction, and loyalty, with a focus on long-term success in cancer care.

• Analyze customer data and usage patterns to identify trends, opportunities, and potential risks, particularly in the context of cancer risk management.
• Provide regular reports on customer health, satisfaction, and success metrics to internal stakeholders.
• Use data to drive decisions and strategies for improving customer outcomes.

• Support the Director of Customer Success in internal team leadership, helping to streamline team operations, define scalable processes, and mentor junior team members.
• Take initiative in identifying internal pain points or bottlenecks and proposing solutions that improve team efficiency, collaboration, and morale.
• Contribute to cross-functional planning, CS enablement, documentation, and ongoing improvement initiatives to help CancerIQ scale its Customer Success function as the company grows.

The position of CSM at CancerIQ differs from the role of an Implementation Manager. While CSMs own and manage the relationship with our customers, Implementation Managers work in tandem with CSMs to manage both the implementation of new customers and continuous improvement projects for existing customers. Implementation Managers are responsible for creating and tracking project plans and charters, configuring applications, and leading implementation meetings.

Requirements

• Bachelor's degree in Business, Healthcare Management, Genetics, or a related field.
• 35 years of experience in Customer Success, Account Management, or a related role, preferably within the healthcare industry.
• Strong experience in strategic planning and customer success program development.
• Excellent interpersonal and communication skills, with the ability to build and maintain relationships with both clinical and business leaders within hospitals and health systems.
• Experience conducting Quarterly Business Reviews and presenting to executive-level stakeholders.
• Proactive and solution-oriented, with strong problem-solving skills.
• Ability to manage multiple priorities and customers in a fast-paced environment.
• Experience with HubSpot, Zendesk, and Jira is preferred.
• Data-driven mindset with the ability to analyze data and derive actionable insights.

We are looking for someone who knows what it takes to succeed as a CSMsomeone who treats the role like their own business and thrives on helping customers succeed and grow. Prior experience as a CSM or Account Manager in the healthcare space is strongly preferred, especially someone who is driven to exceed goals while delivering a great experience to customers and coworkers alike.

Benefits

• Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401(k))
• Headquartered in Chicago's iconic Wrigley Building, with complimentary Water Taxi service to and from Union and Ogilvie Stations
• Complimentary gym membership with daily instructor-led classes
• Generous company-paid holidays and monthly CancerIQ mental health days
• Formal training and professional development opportunities
• Bi-annual ?All Hands? weeks where local Chicago employees convene and connect with employees based in other cities
• Passionate, high-energy culture with a team of people excited to get things done and make an impact
• Building things that save lives

Qualification

Bachelor's Degree