Senior Customer Success Manager, Team Lead

CancerIQChicago, Illinois, United States

Hybrid Full-time

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Experience Level

Manager

Qualifications

Qualifications:Proven experience in customer success management, specifically with complex and strategic accounts. Strong leadership skills with a passion for mentoring and developing team members. Ability to think strategically and implement effective processes. Experience in a fast-paced, mission-driven organization. Exceptional communication and interpersonal skills.

About the job

About CancerIQ

At CancerIQ, we are at the forefront of revolutionizing cancer care through our innovative technology. Our mission is to enhance accessibility to precision cancer prevention, early detection, and treatment across diverse patient populations. We develop cutting-edge software and services that empower health systems to leverage genetic information, enabling proactive cancer management on a large scale. Our platform, backed by robust scientific evidence, has demonstrated the capability to double genetic counseling service capacity, quadruple genetic testing uptake, and significantly enhance screening compliance.

Having raised over $26 million to date, including a Series B funding round led by the Merck Global Health Innovation Fund and Amgen Ventures, we are poised for rapid growth. Our dedicated team, comprised of passionate individuals, is committed to fighting cancer alongside the healthcare providers and patients we serve, and we are expanding our network of over 200 clinical locations nationwide.

Position Overview

The Senior Customer Success Manager, Team Lead is a pivotal role within our Customer Success organization, combining leadership responsibilities with individual account management. This unique player-coach position focuses on guiding, mentoring, and scaling our Customer Success team, while managing a select portfolio of CancerIQ’s most strategic and complex customer accounts.

Who We’re Looking For

You are a high-performing Customer Success Manager with a proven track record of managing intricate, strategic accounts. You thrive in a dynamic, mission-driven environment, possess strong leadership qualities, and have a keen ability to develop systems and processes that drive success.

Key Responsibilities

Team Management & Coaching

Oversee the daily operations of the Customer Success team, ensuring effective prioritization and workload balance.
Conduct regular one-on-one meetings focused on performance, professional development, and career advancement.
Mentor junior Customer Success Managers in account strategy, executive communication, and customer engagement.
Facilitate onboarding and training for new Customer Success team members.
Clearly define roles and responsibilities within the Customer Success team.
Establish and reinforce Customer Success best practices and standards.

Program Design & Process Improvement

Collaborate with Customer Success leadership to design and implement scalable programs.
Identify areas for improvement within Customer Success workflows and drive continuous enhancements.
Contribute to the development of customer journey frameworks and success planning tools.

Cross-Functional Leadership

Act as a bridge between departments to ensure alignment and achieve company goals.

About CancerIQ

CancerIQ is dedicated to transforming cancer care through innovative technology solutions. By enhancing access to precision prevention, detection, and treatment, we empower healthcare providers to deliver proactive cancer management. Our science-based platform is designed to meet the needs of diverse patient populations, significantly improving healthcare outcomes.

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