Customer Solutions Manager
- Hiring from
- United States
- Work type
- Hybrid
- Posted
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We distribute medical supplies and equipment to healthcare providers. For our buyers, working with us involves dozens of touchpoints—from GPO contract pricing and quotes to deliveries, invoices, and rebates.
We are building our Customer Success function from scratch.
We need someone who looks at these touchpoints like a product designer: focusing on what the buyer is trying to achieve, finding where the process is harder than it should be, and redesigning it to be effortless. You will decode customer behavior, leverage data, and turn friction into stronger accounts and actionable insights for our sales team.
What Success Looks Like:
We are building our Customer Success function from scratch.
We need someone who looks at these touchpoints like a product designer: focusing on what the buyer is trying to achieve, finding where the process is harder than it should be, and redesigning it to be effortless. You will decode customer behavior, leverage data, and turn friction into stronger accounts and actionable insights for our sales team.
What Success Looks Like:
- Journey & friction map: A clear picture of the journey for our key account types, with top friction points ranked and a plan to fix them.
- A live tool or analysis: At least one customer-facing tool or data model built by you, actively used by customers or sales reps.
- Proactive sales partner: Reps consult you for strategic account insights before calls, rather than looping you in after a fire starts.
- Measurable growth: Quantifiable gains in how customers adopt our technology and in the overall health of your accounts.
Requirements:
- Customer-Facing Experience: Demonstrated experience in Customer Success, Account Management, Consulting, Product, or a comparable client-facing role.
- Customer-Centric & Design Mindset: Strong curiosity about user behavior, an eye for frictionless customer experiences, and attention to the details that drive adoption and customer satisfaction.
- Data Literacy & Storytelling: Ability to analyze data and translate complex metrics into clear, compelling narratives and actionable business insights for buyers and stakeholders.
- Demonstrated Executive Communication & Active Listening: Exceptional verbal and written communication skills, with the ability to confidently present to buyers and executive leadership while practicing active listening.
- Proactive Ownership & Problem Solving: High degree of accountability and initiative; eager to identify friction points and resolve cross-functional issues across the customer journey.
- Tech & AI Agility: Comfortable utilizing modern AI tools in daily workflows (or demonstrated eagerness and aptitude to adopt them quickly), alongside a track record of learning new software fast.
Preferences / Nice-to-Haves:
- Healthcare / MedTech Industry Background: Prior experience in medical supplies, healthcare delivery, or healthcare manufacturing.
- Commercial Healthcare Mechanics: Working familiarity with Group Purchasing Organizations (GPOs), contract pricing structures, or rebate programs.
- CRM Proficiency: Hands-on experience working with CRM platforms (specifically HubSpot or similar systems).
- Customer Research Experience: Prior experience designing, conducting, or analyzing customer interviews, feedback sessions, or user research.
- Own the customer experience end to end: Map how key accounts actually work with us, from first quote through delivery, billing and rebates. Find the friction and the missed opportunities, and decide what to fix first.
- Sell strategically: Run account plans and business reviews. Grow accounts by solving real problems, not by pushing products, and speak credibly with clinical, purchasing and executive contacts.
- Build tools and analysis with AI: Use AI and automation tools to build things yourself: customer dashboards, usage and purchasing analyses, proactive alerts, tailored proposals. You do not need to be an engineer, but you do need to be someone who builds rather than waits.
- Feed the sales team: Turn what you see in customer data into specific, usable insight for our sales reps: who is at risk, who is ready to buy more, what to say and when.
- Drive adoption of technology: Help customers use our ordering, tracking and reporting tools well, and help our own sales team adopt new ways of working. You will teach, demonstrate and follow up until it sticks.
- Work across the company: Partner with our customer service, pricing and contracts, billing, rebates and sales operations teams. Customer insight is only useful if it changes how we work, so you will bring it to them and help make the change happen.
- Comprehensive medical/dental/vision coverage
- 401k plan with available company match
