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 efficac