Customer Success Lead

At MedScout, we believe there's a massive opportunity to create the first revenue acceleration platform built specifically for sales and marketing teams at life science companies.

We founded the company in early 2021, raised our first round of venture capital in March, and have since made significant commercial progress. Now, we're looking to bring on our first dedicated Customer Success hire. If you've ever wanted to join an early-stage software startup and significantly impact its trajectory, this is your chance.

We can build an incredible brand within our segment by becoming a Customer Success-driven company. We've laid the foundation by being a bit obsessive about our early customers. Now, it's going to be up to you to take what we've done to the next level.

In this role, you will guide our customer's through post-sales platform deployment, value realization, product feedback + iteration cycles, and ultimate renewal and expansion (in collaboration with Sales and Leadership).

Are we a fit for each other?

At this stage, how you operate is arguably more important than what you'll do day-to-day. As our team's 6th or 7th team member, we're looking for strong alignment to the following core values.

• Effort on our inputs: We prepare diligently, leave it all on the "field", and move on quickly. Focusing on good habits and work ethic, not individual outcomes, ultimately creates a winning culture and a successful company.
• Earn Trust: We keep our commitments to our customers, partners, and each other. We listen attentively, speak candidly, and treat others respectfully. We strive to demonstrate empathy, inclusion, and intellectual honesty.
• Intelligence Drives Operations: We learn continuously and have the humility to quickly recognize when our current assumptions are wrong so we can readjust accordingly.
• Hire And Develop The Best: Good players like playing on good teams. We look to raise the bar with every hire and promotion. We work hard to identify and develop high potential.
• Take Decisive Action: The only sure path to continuous improvement is a hypothesis-driven approach with a bias for speed of experimentation.

How will you help build this company?

• Partner with Sales during late-stage deal conversations to understand the customer's preferred deployment path and develop an onboarding and activation ("Success") plan.
  • Your main priority with newly signed customers is to drive ROI as quickly as possible. To do this, you will understand their top Sales priorities (and potentially, problems) and create a customized plan to help them start crushing their sales goals using the MedScout platform.
  • You'll take a consultative approach by uncovering your customers' use cases to help them better understand the benefits and features of the MedScout platform within the context of their specific workflow(s).
  • To facilitate onboarding and activation, you will own bespoke product configuration.
• Execute 1-1 onboarding and follow-up sessions for every user of the MedScout platform.
  • We've found that this approach creates customer advocates who are referenceable for MedScout. We'll eventually need to evolve and scale this process, but we're not there yet.
• Engage customers through inbound email and chat to resolve their questions using your platform expertise, documentation, and video demonstrations using Loom.
  • If the right resource doesn't exist, you'll create it (or put it in the queue for later prioritization).
• Proactively schedule and facilitate regular check-ins with customers to track progress against their success plan, gather platform feedback, and own follow-up action items to help them become more successful.
• Establish qualitative and quantitative indications of customer happiness and referenceability.
• Test and iterate on things like customer gifting and recognition programs.
• Represent Customer-specific needs during Product prioritization and strategy discussions.
• Build and scale Customer Success as a function of MedScout.
• Communicate new features and hold trainings to help customers contextualize the benefit and apply them within their day-to-day.
  • This workstream will include ownership of our documentation and partnering with the CEO (and eventually Product Management) on validation sprints pre or post-feature release.
• Identifying opportunities for expansion within current customers and ensuring no renewal decision is ever a surprise. If a customer is unhappy, we want to know about it WAY in advance.
• Case study content ideation, identification, and content development
  • We wont expect you to write the case study, but you will be expected to proactively identify customers who are ready for a case study and gather quotes/metrics + schedule meetings with key stakeholders to facilitate.

• How we'll evaluate you:
  • Engagement activities executed and Customer Success Plan implementation + completeness
  • Customer Success process evolution
  • Platform adoption and customer business outcome realization
    • *Part of this will involve communicating where platform gaps exist that prevent adoption. Were far from perfect.
  • Customer referenceability
  • Revenue retention and expansion

What can you expect from us?

• A market-competitive salary.
• An incredible equity package. You're going to feel like an owner of this company.
• $250/month healthcare stipend. As we grow and mature, this will eventually evolve into a complete benefits program.
• You will feel heard. You will hear "Yes, let's do that!" and then have the opportunity to successfully execute your ideas.
• This is the opportunity to build a function from the ground up. As we scale, you'll have the chance to build a team in collaboration with the CEO.
• Quarterly on-sites with the rest of the MedScout Team.
• Generous budget for learning and development + any tools you feel would make you more effective.

Requirements

What does an ideal background look like?

• 3+ years of Customer Success or Account Management experience in a high-growth SaaS company with evidence of progressing into leadership or increased responsibility
  • Ideally, you would have been working directly with Sales teams on software that costs $15k - $100k per year.
• Evidence of being detail and ownership oriented

• Expert customer-facing Project Management skills
• Experience contextualizing and advocating for your customer's needs with a Product Management function
• Experience evaluating and implementing SaaS tools that will help scale you and your eventual team + provide a better experience for our customers
• Experience running an implementation process
• Presentation development and delivery skills
• Exceptional written and verbal communication
• Nice to haves:
  • Living in Austin. If you don't live here, you need to be willing to be here often (as much as 1x/month)
  • Deep Salesforce experience
  • Experience using product analytics to measure the customer journey from onboarding to activated, happy, and referenceable
  • Understanding of the medical device / life science market

What is the interview process?

1. Intro call with CEO where we can get to know each other, your past experience, what we're all about, and have an opportunity for you to get more information. You won't have to prep anything for this call.
2. Culture-fit call with the VP of Sales and other members of the team. Well walk through your experiences, talk through what were working on in detail, and make sure were a fit for each other.
3. If both of us would like to move to next steps, we would schedule some additional time for you to present some previous customer success work that you feel is applicable to the team in a dedicated meeting. Ideally, youll be able to send over information beforehand so that we can come prepared with where wed like to dig in. This is a great opportunity for us both to get a feel for what a collaborative working environment will be like.
4. Offer components presented to you in writing (we can talk about ranges beforehand). We can go over the offer structure and answer any questions or concerns you may have asynchronously or live, whichever you prefer.
5. 3 Reference Calls. We expect to hear great things, so this is mainly to understand how to work best with you.
6. Formal offer presented for your consideration.