TailorMed

Customer Success Manager

• Serve as an advocate and primary point of contact for a portfolio of accounts
• Guide clients through onboarding, ongoing support, and renewal
• Identify opportunities to expand and provide greater ROI for clients
• Drive adoption of TailorMed’s software
• Resolve issues and promote new features and best practices
• Build strong customer relationships and ensure customers receive maximum value
• Collaborate with Product and R&D teams as the voice of the customer
• Become a trusted advisor to customers, key stakeholders, and executive sponsors
• Collaborate with the commercial team on growth opportunities, renewals, and expansions
• Define, measure, and communicate customer ROI throughout the lifecycle
• Lead regular QBRs and EBRs and identify red flags
• Handle renewals, churn prevention, and expansion opportunities
• Advise customers on use cases and product functionality
• Project manage customer issues toward short- and long-term solutions
• Coordinate cross-functional teams to connect customer applications, data, and devices
• Represent customer feedback to Product and R&D teams
• Keep current on product releases and educate customers on new features

Account Manager

• Own a portfolio of partner relationships as the primary business point of contact
• Identify opportunities to deepen and expand existing partner relationships
• Build and codify TailorMed’s partnership playbook and operating model
• Define how partnerships are evaluated, launched, governed, measured, expanded, and scaled
• Establish and track partnership KPIs, business objectives, and operating cadences
• Identify and resolve risks, blockers, and underperformance across the partnership portfolio
• Identify, scout, and develop new partnership opportunities aligned with strategic and commercial priorities
• Coordinate cross-functional execution across product, R&D, sales, Implementation, marketing, and other stakeholders
• Build business cases, assess strategic fit and economics, and support outreach, commercial structuring, negotiation, and execution of new partnerships
• Bring market insights into TailorMed’s broader strategic agenda

Customer Success Manager

Director of Partnerships