Description
Join Us at TailorMed – Transforming Healthcare Affordability
At TailorMed, we’re on a mission to eliminate barriers across the entire medication journey - from affordability to access and adherence. As a pioneering force in healthcare, we’re building a new category that transforms how patients, providers, pharmacies, life sciences, and payers collaborate to ensure every patient receives the treatment they need without delay.
Our enterprise solution streamlines the full lifecycle of patient support programs, reducing the cost of care and driving better outcomes. With the nation's largest Affordability Network - deployed across 800+ hospitals, 1,300 clinics, and 650 pharmacies - we’re reshaping healthcare with innovative automation and industry-leading partnerships.
If you’re passionate about making healthcare more accessible and impactful, we’d love to have you on our team. Join us and help redefine what’s possible. Learn more at tailormed.co.
About the Role:
The Customer Success Manager serves as an advocate and the primary point of contact for a portfolio of specialty pharmacy and/or infusion provider accounts, ensuring customers are fully engaged and deriving maximum value from our solutions. In this role, you’ll guide clients through the entire customer journey—from onboarding to ongoing support—helping them connect their applications, data, and devices to achieve measurable outcomes.
You’ll be responsible for driving the adoption of our software, helping to resolve issues, and proactively promoting new features and best practices to maximize customer success and usage of our solution. As the day-to-day contact for your accounts, you will build strong relationships and ensure that each customer is receiving maximum value from our solution. Additionally, you’ll collaborate closely with our Product and R&D teams, acting as the voice of the customer to provide feedback and drive continuous improvement.
This hands-on role is perfect for someone passionate about customer success and eager to make a direct impact by ensuring customers are satisfied and successful with TailorMed’s solutions.
Responsibilities
- Become a trusted advisor to customers, key stakeholders, and executive sponsors
- Collaborate with TailorMed’s commercial team to identify growth opportunities, supporting account renewals and expansions
- Define, measure, and communicate ROI for our customers, throughout the customer lifecycle
- Conduct QBRs and EBRs on a regular basis, and accurately reflect to customers their means to success while calling out any red flags
- Be the product expert, advising customers on use cases and product functionality
- Simplify and project manage any customer issues to ensure clarity and progress towards both short- and long-term solutions
- Coordinate various cross-functional teams at TailorMed and throughout the ecosystem, to ensure customers get what they need to connect their applications, data, and devices, and receive an excellent and consistent customer experience, all the time, every time
- Represent the voice of the customer to our Product and R&D teams to help them innovate new features and improvements
- Keep current on new product releases and continuously educate your customers on how new features can benefit their business
Requirements
- 5+ years of customer success or account management experience in a high-growth B2B SaaS environment; experience in the healthcare space is a plus
- Direct experience working with or supporting specialty pharmacy and/or infusion providers, either in a clinical, operational, or technology capacity
- Experience working with healthcare technology platforms
- Demonstrated ability to deliver strategic value in a customer-facing role, particularly in environments with complex, regulated, or high-touch service models
- Experience with transformation or program management at an organization-wide level
- Demonstrated ability to help customers use products effectively and increase their satisfaction, and a passion for providing excellent customer service
- Comfortable communicating and managing relationships with different levels of stakeholders
- Analytical, strategic thinker and a proactive problem solver
- Polished verbal and written communication skills
- An aptitude for learning and understanding TailorMed’s software solutions and services and their business applications.
- Technical understanding to credibly partner with IT organizations
- Track record of performance and a growth mindset
- Ability to influence action within and outside of your own team
- Ability to drive change within our customers’ and internal organizations
- Deliver on unique initiatives or critical business issues within complex environments
- Ability to travel approximately 20% of the time
What We Offer
- Competitive salary + equity
- Premium medical, dental, and vision insurance plans, a wide range of voluntary and supplemental benefits, and 24/7 benefits access and support - all effective from your first day of work
- 401(k) plan with a 4% employer match
- Paid holidays, vacation, and sick leave
- Six weeks of paid parental leave
- Company-paid life insurance
- New MacBook, plus all of the equipment and technology you’ll need to be successful in your role
TailorMed is proud to be an equal opportunity employer. TailorMed prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Due to the sensitive nature of the data that TailorMed handles, finalist candidates must complete a successful background and reference check.
At this time, TailorMed is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the United States and not require future sponsorship in order to continue working in the United States.