Customer Success Manager

Who are we?

Movemedical is the leading advanced inventory management platform built exclusively for the medical device industry. Trusted by the world’s top medical device manufacturers, we empower organizations to optimize operations, gain real-time visibility, and drive efficiency across the entire supply chain. Our innovative, enterprise-grade solutions transform the way the industry manages field inventory, surgical scheduling, and chain of custody - reducing waste, ensuring compliance, and ultimately improving patient outcomes.

Who Are You?

We are hiring a Customer Success Manager (CSM) to own the success, retention, and expansion of a portfolio of high-potential customer accounts. These accounts typically represent $500K–$2M ARR, and your focus will be on ensuring ROI realization, deepening adoption, managing escalations, and positioning for expansion.

As a CSM, you will work closely with Product, Delivery, Support, and leadership to serve as the strategic post-sale owner. You are not a passive support contact - you are a proactive, insightful leader who drives alignment, unblocks progress, and builds value-based client relationships. Your portfolio may include 5–6 customer accounts at varying stages of implementation and maturity.

What We're Looking For

6+ years of experience in account management, customer success, or strategic consulting roles within an enterprise SaaS or Healthtech environment

Demonstrated ability to manage and grow complex accounts with multiple stakeholders and technical workflows

Outstanding communication and executive presentation skills, with the ability to influence senior level stakeholders

Strong analytical skills with the ability to create compelling ROI narratives and strategic roadmaps

Proven success in coordinating internal teams to deliver complex client outcomes

Willingness to travel up to 50% for client meetings, strategic reviews, or industry events.

Preferred Qualifications

Bachelor's degree in business, Healthcare Administration, or related field.

Experience in the medical device ecosystem (hospital systems, surgical services, or device manufacturers)

Familiarity with CRM systems, customer success tools, and value tracking frameworks

Background in process improvement, strategic planning, or project management

What You'll Do

Client Strategy & Relationship Management

Build and nurture multilevel client relationships, including day-to-day contacts and C suite executives, to develop deep, trust based partnerships

Serve as the primary point of contact for a portfolio of strategic customers, ensuring alignment between client goals and platform capabilities

Conduct regular Executive Business Reviews (QBRs) to surface insights, reinforce value delivery, and align upcoming strategic initiatives.

Solution Consulting & Value Realization

Understand client business objectives, challenges, and workflows to implement solutions that deliver real ROI

Monitor platform adoption and success metrics, identifying gaps or growth opportunities proactively

Advocate for client needs internally while also helping clients adapt to evolving platform features and best practices.

Internal & External Alignment

Coordinate with cross functional teams (Product, Engineering, Implementation, Support) to ensure timely and effective delivery of solutions and services

Stay informed on roadmap developments and communicate upcoming enhancements to clients as value enabling opportunities

Support clients change management efforts during platform upgrades or business transformations.

Operational & Commercial Excellence

Own account health metrics, usage analytics, customer satisfaction scores, and risk signals

Identify, quantify, and present expansion opportunities based on data backed insights and customer growth trends

Ensure all contractual KPIs and SLAs are met or exceeded.

How Success Will Be Measured

Deep executive alignment with key clients

Year-over-year account growth and retention

Increased platform utilization and feature adoption

High client satisfaction (e.g., NPS, CSAT)

Clearly communicated value delivery tied to ROI outcomes

What Character Traits Do We Value?

Hungry – You own problems and push beyond expectations without being asked

Humble – You value team success over ego and foster shared wins

Strong – You are self-aware, coachable, and willing to engage in hard conversations

What Do We Offer?

Great People: Join a team of hungry, humble, and strong problem solvers dedicated to impacting patient lives around the world.

Benefits: Healthcare (M,D,V), Wellness Programs, 401k, Flexible PTO.

Remote first Culture: Featured in Inc.'s Best Places to Work Editor's List in 2019 with a 4.3/5.0 Glassdoor score.

Other Perks: Stipends for fitness activities, snacks, your at-home workspace and more!

Compensation

Base Salary Range: $120,000 – $135,000 USD

Target Bonus: 20% – 25% OTE, based on customer health, adoption, and renewal/expansion metrics

Total Compensation Target: $150,000 – $168,750 USD

Location

Remote (US-based)

Communications from Movemedical will only come from @movemedical.com - we have received reports that some of our candidates are receiving scam/phishing emails from an external domain not affiliated with us. If the email address does not end in @movemedical.com, it is not from our team.