Customer Success Manager

Position Overview:

Outset Medical seeks a strategic Customer Success Manager to join our growing CS team as we scale this key business function beyond onboarding playbooks to driving adoption, engagement, and long-term customer value.

In this role you will manage a segment of strategic accounts and act as a key partner for the Customer Success Strategy and Operations team in building playbooks, best practices, and scaling the function.

At Outset, a Customer Success Manager is nurturing and tough, quick witted, and patient. They must have excellent intuition for working with customers, knowing when to focus on technical, business, or clinical needs, have a command of data analysis, and be fearless. They are obsessed with documenting the details to facilitate team communication, and delight in keeping everyone on the same page. Tech savvy with our Tablo Console, they must be smart with technical concepts, and articulate. They don’t need to know everything, but they must know someone who does--and find out. They assimilate and pass on, clarify, and counsel across all post go-live customer activity enabling a personalized and seamless end-to-end customer experience.

Essential Job Functions and Responsibilities:

• Own and cross-functionally drive customer relationships and the delivery of success plans for strategic customers to deliver outcomes from post-launch throughout the customer lifecycle.
• Be a customer advocate by involving appropriate team members to help resolve any customer issues and escalations.
• Communicate effectively with internal and external project teams and management to understand customer needs, identify risks and solutions and drive customer satisfaction.
• Monitor, report, and drive key customer performance metrics.
• Perform project management duties such as defining schedules and resources, outlining meeting agendas, facilitating meetings, and tracking action items.
• Provide input on Customer Success strategy and operational infrastructure investments.
• Maintain a detailed understanding of Outset Tablo console and ancillary products and services, assist customers with questions and craft strategy recommendations for their needs.
• Support Customer Success scale by identifying root causes of customer issues and support the creation of best practices and process improvements to drive a better overall customer experience.

• Partner closely with the Sales and Treatment Success teams to drive adoption as well as expansion and service contract renewals.
• Contribute to building a culture of doing the right things for customers.

Required Qualifications:

• 7-10 years’ work experience with Customer Success, account management, or strategic consulting with a proven record in crafting and executing customer facing strategic plans that resonate with customer challenges and add business value.
• Demonstrated ability to exceed customer satisfaction, retention, and growth targets.
• BA/BS or equivalent experience.

Desired Qualifications

• Experience in a high-volume customer service environment, technical support center operations, and clinical or operational workflow consulting experience.
• Medical Device background and experience in a subscription revenue environment.
• Proficiency using analytical tools, such as Excel or Tableau, to develop customer facing reports and recommendations.
• Proficient hands-on knowledge of Salesforce and a Customer Success Management tool (i.e, Gainsight, Churnzero)

• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict, foster honest dialogue and drive decision making.

• High degree of intellectual curiosity and ability to absorb new concepts quickly.
• Highly entrepreneurial and able to operate independently with minimum supervision.
• Travel requirements 10-15%

The Annual Salary Range for this role will be:  $116,000 - $156,000  

We feel passionately about pay equality.  Discretionary adjustments to the position’s starting compensation may be made in consideration of other relevant factors pertaining to eligible applicants, including, but not limited to, their specific skills, level, geographical location, and comparison to other employees already in the same or similar roles.

*This range represents our good-faith and reasonable estimate regarding what we reasonably expect to pay for this position at the time of posting. 

Outset also offers the following benefits:

• Medical 
• Dental
• Vision
• EAP/Mental Health
• Life Insurance/AD&D
• Short/Long Term Disability
• FSA (Dependent & Healthcare)
• HSA w/ Employer contribution
• Commuter Benefits
• 401K w/ company match
• ESPP
• Fertility benefits
• Wellness initiatives
• Legal Assistance
• Pet insurance
• Financial Advisement & Wellbeing
• Tuition Reimbursement
• Student Loan Payback
• Employee discounts
• Professional Development/Learning
• Collaboration Days (lunch onsite)
• Happy Hours/Karaoke
• PTO/Sick time
• Holidays + Volunteer Day