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Customer Success Manager

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 a Thalamus Customer Success Manager, you'll be tasked with driving down support costs and promoting revenue growth through proactive customer engagement. Ensure our Program Success Managers embody the ethos of the Thalamus Customer Experience team, demonstrating in-depth market and product knowledge and sincere empathy for our users' challenges.

You will....

  • Drive top-down standardized adoption of Thalamus across institutions and revenue growth through product adoption.
  • Drive successful product adoption of Thalamus through proactive education and intervention via a Scaled CS program.
  • Hire, coach, and retain a team of high-performing ICs that love being a part of the Thalamus mission.
  • Deliver high-quality customer service for programs when they do need help during our peak recruitment seasons (July fellowships, September Residency, December fellowships).
  • Lead by example by embodying ThalOS in your daily work.

You should have…

  • Experience growing low-touch customer success programs at a large scale. 
  • Demonstrated ability to coach and lead a high-performing team. 
  • Experience managing a remote workforce.  
  • Change management and organizational transformation skills. 
  • Strong data analysis skills. 
  • Ability to take action on high-level strategic direction with little oversight.  
  • Excellent ability to drive cross-functional collaboration to deliver customer outcomes and improve the CX. 
  • Strong operational skills and an eye for process optimization. 
  • A quick study and an organic desire to get hands-on with the product. 
  • Experience owning renewals and upsells. 

Bonus:

  • SaaS startup experience.

The salary for this position is $150-170k and a grant of stock options. Final 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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