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Manager, Customer Success

Remote

About Thalamus

Our mission is to help the right doctors practice at the right hospitals to treat the right patients. We leverage a passion for technology, medical education, equity, and data-driven research to optimize physician recruitment, starting with the medical residency recruitment process.

Our philosophy is that the opportunity to practice medicine in an ideal environment should be accessible to all, and ample medical research has shown that this results in patients getting better healthcare outcomes overall. We built a comprehensive interview management platform, backed by evidence-based research, to innovate, streamline, and optimize the residency recruitment process.

 

Role Description

As the Manager, Customer Success, you will report to the Head of Customer Experience and lead a team that’s responsible for the success of thousands of graduate medical education (GME) Residency and Fellowship programs using Thalamus. Your team’s KPIs will be product adoption, ticket deflection, and customer satisfaction. As a result of delivering these outcomes, you will drive operational efficiency and net revenue retention for Thalamus, accelerating our mission to Connect the Docs. 

You will…

  • Define tactics to drive product adoption and deflect user-education-related tickets in both a 1:many and high-touch capacity.
  • Deliver a Raving Fans customer experience through every touch point with your team.
  • Manage team bandwidth to balance outcomes with capacity.
  • Hire, coach, and retain a team of high-performing Program Success Managers.
  • Define and monitor team KPIs and Operating Metrics.
  • Lead by example and foster a positive team culture that embodies the Thalamus Operating System (ThalOS).
  • Represent the Voice of the Customer and advocate for product improvements that drive adoption and lower cost of support.

You should have…

  • At least 6 years of B2B SaaS Customer Success experience.
  • Experience with Enterprise and low-touch, high-scale Customer Success playbooks.
  • At least 4 years of people management experience, with experience managing a remote team.
  • A demonstrated ability to lead, coach, and motivate a team to achieve goals and foster a collaborative environment.
  • An authentic ability to build trust with senior stakeholders, internally and externally.
  • A data-driven mindset.
  • Comfortability working with technology and learning new SaaS platforms.
  • Experience owning a Net Revenue Retention target with accountability for driving renewals and upsells across a multi-million dollar portfolio.

Bonus

  • Experience in a management consulting role, demonstrating analytical problem-solving skills and the ability to develop and implement strategic recommendations.
  • Familiarity with the industry in which Thalamus operates (e.g., medical education, healthcare, or recruitment) would be a significant advantage.

 

The salary for this position is $150-170k and a grant of stock options. Compensation will be determined based on experience, skills, and geographic location.

 

Our Commitment ...

Thalamus is a mission-driven organization centered on the belief that our company should model what we want of the US healthcare system, that the diversity of providers aligns with patient populations. We believe this is best achieved by building a team with a diversity of backgrounds, cultures, and experiences, including “distance traveled.” Thalamus is an equal opportunity employer. We do not discriminate based upon race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation, and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age, sexual orientation, Civil Air Patrol status, military and veteran status, and any other consideration protected by federal, state, or local law. We encourage those who really want to make an impact and who exemplify our core values to apply for our open positions.

Actual base salary offered will be determined by: experience, skills, and work location. This range is for base salary, our total compensation includes equity and benefits. We welcome you to apply even if your expectations are outside our listed range.  

Thalamus is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures and throughout employment. If you need assistance or any accommodation, please let us know.  

Thalamus does not accept unsolicited resumes from recruiters or employment agencies without a fully executed recruitment agreement in place. In the absence of such agreement, Thalamus reserves the right to pursue and hire any candidates without an obligation to pay fees. Agencies are requested not to contact Thalamus hiring managers or employees regarding recruiting services.  

 

*This position is based in the United States, and you must be legally authorized to work in the United States.

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