Customer Success Manager, Swooped, US

About Our Client

Our client is a software and data platform that accelerates access to medical technologies, helping MedTech companies bring FDA-approved devices to physicians more effectively and improve patient care. Backed by leading investors, it serves Fortune 500 firms, growth-stage innovators, and regional distributors. The team values collaboration, mentorship, and inclusion.

The Customer Success Manager acts as a trusted advisor, driving adoption, retention, and growth by guiding clients through platform use, delivering insights, and ensuring long-term value.

Team Mission

The team is building a best-in-class Commercial Team and establishing a repeatable go-to-market motion. The organization is hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals to thoughtfully engage VPs, General Managers, and other corporate decision makers across the Medical Device Industry. The Commercial Team takes a proactive, consultative, and high-touch approach when working with customers, investing heavily in pre-sales through onboarding and training to ensure customers are on the road to success from Day 1.

The organization strongly encourages people of all backgrounds to apply.

Key Responsibilities

• Effectively manage a large book of business across many different account specialties and unique product configurations/use-cases.
• Ensure high user-adoption through effective executive sponsorship, change management, and best practice guidance.
• Create scalable resources and programs to proactively support a large variety of business use-cases across the Medical device lifecycle.
• Generate contract renewals by ensuring customers view the platform as critical to their sales process long-term.
• Partner with Account Executives to build growth strategies for your book of business and work with them to secure successful renewals and expansions.
• Regularly monitor account health and adoption to find new opportunities to help customers acquire maximum value from the platform.
• Develop strategies to quickly mitigate account risk and ensure customers remain committed to the platform.

Required Qualifications

• 3-5 years of experience in Customer Success for Enterprise SaaS, scaled or digital client success experience preferred, and/or in the Medical Technology industry.
• Ability to quickly develop personal relationships with customers and colleagues through empathy and deep curiosity.
• Comfort leveraging various software tools and AI to drive efficiency and effectiveness.
• Eagerness to learn and dig deep into technical aspects of the platform.
• Proactive and self-driven, with infectious energy and resiliency.
• Excellent verbal and written communication skills (email & PPT).
• Highly organized with the ability to multi-task and prioritize different assignments.
• Comfort with change (tooling, processes, etc.).

Preferred Qualifications

• Analytical background with experience with data platforms like Amplitude, Looker, Omni, or other similar platforms.
• Understanding of how to leverage scaled communication tooling like Zoom webinars, email campaigns, and other methods of delivering customer-facing content.
• Experience using a customer success platform (Gainsight, Planhat, Vitaly, etc.), especially with experience configuring and performing back-end administrative work.

Salary Range

Eligibility to work in the USA or Canada is required for consideration for this position.

The organization is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, market data and may vary. The OTE salary range is $130,000-$160,000.

They Offer:

• Remote work : The organization is committed to supporting full-remote flexibility for employees in the US. A work-from-home stipend is provided for all employees.

• Flexible PTO : Generous time off and flexible hours provide the freedom to do your best work.

• Paid Health, Dental, and Vision Plans : 100% paid health, dental, and vision plans for all employees and 75% paid for dependents.

• Home Office Stipend : A stipend to invest in remote office equipment and WiFi reimbursement.

• Learning Budget : Reimbursements for relevant learning and up-skilling opportunities.

• Optional Team Retreats : In-person meetings multiple times per year for co-working and social gatherings.

• Parental Leave : 6-12 weeks of fully-paid, flexible parental leave.

• Ground floor opportunity : Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices.

• Competitive compensation with equity upside .

The Product:

The platform uses data and software to help teams collaborate around the complex relationships they have with the users of medical technologies: doctors. The platform empowers medical technology companies to see how their products are used, understand why outcomes vary, and identify opportunities where physicians or sites of care can better serve their patients.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”