Manager, Customer Success Team

DocMatter is an ambitious, growth-state company that is changing the face of collaboration for the medical community and is hiring exceptional individuals that want to contribute to that mission. We are fast becoming a household name among clinicians worldwide who consistently rely on the DocMatter platform to connect with their peers, learn from experts, gain insights, and stay up to date with the latest clinical data, best practices, and therapeutic innovations in medicine. Our goal is to bring our innovative platform to every clinician in the world.

We have developed a peer-to-peer collaboration platform that enables seamless knowledge sharing among healthcare professionals worldwide. As the Manager of the Customer Success Team, you will play a key role in ensuring the success of both client support, and clinician-focused initiatives that align with our strategic goals, ensuring high satisfaction and effective utilization of our platform. You will oversee the teams that support our clinicians, medical device and pharmaceutical partners, and medical societies. Your focus will be on aligning customer success efforts with overall company KPIs to ensure that clinicians and clients maximize their use of the DocMatter platform.

Responsibilities:

Team Management and Collaboration

• Manage a team of individuals responsible for clinician relationships, content strategy, and client support on the DocMatter platform.
• Translate team and account strategy, in collaboration with Director of Clinical Engagement, into individual goals, measures, and objectives.
• Create a collaborative and performance-based culture to achieve team goals and objectives.
• Share insights and feedback from clinicians and customers to inform product development and service improvements.
• Create and manage individual performance and development plans, conduct regular performance reviews and goal-setting sessions with team members.

Performance and KPI Management

• Develop and manage KPIs related to customer success and clinician satisfaction, ensuring alignment with company goals and objectives.

• Track and analyze customer success metrics to identify areas for improvement and implement strategies to enhance customer and user experience.

Training and Development

• Organize and facilitate trainings and workshops related to key skill development.  

• Build documentation to support onboarding, training, and team processes.

Data & Operations Management

• Oversee daily operations related to customer success and clinical engagement, ensuring efficient and effective support for our clinicians and customers.
• Maintain and manage reports on customer engagement and satisfaction, using data to inform strategic decisions and improvements.
• Develop and utilize a KPI tracker/dashboard to monitor and support customer success efforts.

Recruiting & Onboarding

• Lead the recruitment and onboarding of new team members, contributing to the growth and development of the team.
• Develop and implement comprehensive new hire training program to ensure smooth onboarding and integration of new team members.

Requirements

Management Experience

• 4+ years of experience in customer success or a related field, preferably within healthcare or technology.

• Proven track record of managing customer relationships, with a strong focus on enhancing customer satisfaction and retention.
• Experience in developing and managing KPIs to drive customer success and alignment with organizational goals.

Recruiting and Hiring

• Demonstrated experience in recruiting, hiring, and building teams, particularly in healthcare or tech-related fields.

Remote Team Management

• Proven ability to manage and lead distributed, remote teams effectively.

Healthcare Background

• Strong background in healthcare with the ability to understand and communicate clinical and scientific content effectively.

Training and Onboarding

• Experience in developing and delivering comprehensive training and onboarding programs tailored to diverse teams, with a track record of effectively integrating new team members. 

KPI Development

• Experience building and managing team-level KPIs in service of high-level organizational goals.

Process Development and Refinement

• Experience using data to design, implement, reconstruct, and optimize internal processes to improve efficacy and achievement of KPIs.

Communication and Interpersonal Skills

• Exceptional communication skills and a high degree of emotional intelligence, with success building strong interpersonal relationships with team members from a leadership position. 

Attention to Detail

• High attention to detail in all aspects of work, ensuring accuracy and thoroughness.

Preferred Requirements

• Experience working in a start-up environment or a fast-paced team, demonstrating adaptability and growth.
• Familiarity with the clinical environment and experience communicating with clinicians to understand their workflows and challenges.
• Experience working with medical device and pharmaceutical clients.
• Background in working with medical device or pharmaceutical companies, with an understanding of industry-specific challenges and regulations.

Additional Considerations

• Bachelor’s degree required. Candidates with <4+ years of experience post bachelor’s degree may not meet the criteria. Candidates with recent experience in customer success or related roles will be preferred.
• Ideal candidates should have demonstrated recent experience in building and scaling customer success functions, with a focus on operational improvement and strategic alignment with organizational goals.

Location: Candidates must be based in the US.

Benefits

All full-time roles include series A equity with significant upside and health, dental and vision, long-term disability, and life insurance.
 

Our employees are passionate about elevating the practice of medicine and our seasoned leadership team has a breadth of experience across industry and research. Come and join some of the smartest minds in San Francisco tackling one of the great opportunities to advance the global medical field!

DocMatter Values

Mission-Driven:

• Our singular focus is improving patient outcomes through scalable collaboration
• We provide personalized support to clinicians, empowering them with our technology
• We accelerate the adoption of best practices by enabling continuous knowledge-sharing across medicine
• We believe deeply in our work supporting a global Community of clinicians

People-First:

• We treat each other with respect, kindness, and empathy no matter what
• We always assume best intent when disagreeing, or working through challenges
• We care about our people, and consistently recognize good work
• We are inclusive, and foster an environment of belonging

Operational Excellence:

• We believe in process, measurement, and continuous improvement
• We set ambitious goals and embody grit, determination, and perseverance in achieving them
• We share resources and work together to solve problems
• We are responsive, punctual, and prepared

Collaboration:

• We are clear, concise, and professional in speech and writing to colleagues and customers
• We ask for help when we need it, and prioritize helping each other
• We are proactive, honest, and constructive in our communication internally and externally
• We maintain composure in stressful situations

Accountability:

• We do our best work, and hold each other to high standards
• We are transparent and question actions inconsistent with our values
• We regularly collect and share feedback
• We focus on measurable results