Senior Customer Success Manager

Why Join Eugene?The power to predict and prevent health issues is in our DNA. Eugene’s purpose is to empower every person to act on this knowledge.We are a multidisciplinary team, working together to make advanced healthcare accessible to everyone. In five years, we've assisted over 17,000 people in accessing next-generation genetic testing and expert clinical care, guiding their crucial healthcare decisions.We build products at the fascinating intersection of health, technology, and social impact.What Do We Do?We assist people in making important healthcare decisions by providing convenient access to at-home genetic tests and virtual clinical care. We adopt a clinician-led, tech-enabled approach to deliver compassionate and proactive healthcare at scale.Since launching our first at-home genetic test for pregnancy planning in 2018, we've continually grown. We've raised over $5m, supported by the health, startup, and social impact investor communities. We've also launched preventative testing for heart health and cancer risk, with more advancements on the horizon.About the RoleEugene is seeking a remarkable individual to join our team. You'll work closely with the founder to build our Customer Success function. The Customer Success Manager drives business growth and product adoption with our large partner groups in Australia, fostering mutually beneficial growth.A successful Customer Success Manager deeply understands our partners, establishes strong relationships with decision-makers and influencers within their organisations, and effectively identifies opportunities to improve core business metrics for our partners and Eugene.RequirementsDrive adoption and retention - Working with the marketing and sales teams, the Senior Customer Success Manager will

• Lead post-deal partner onboarding and ongoing management for high-value and high-potential doctors & group partnerships in Australia.
• Design and lead growth initiatives with our doctor & enterprise partners, working cross-functionally with our internal teams.
• Distil best practices across the client base and deliver insights and advice based on those practices
• Achieve revenue growth targets for your partners and ensure high retention by driving mutual business value.

Program management - Our partners and doctors often have complex challenges that require focused management programs. Working cross-functionally with Customer Support, Clinical, Product, Engineering, Sales and Marketing, the Senior Customer Success Manager will:

• Serve as the main point of contact and maintain strong relationships with our partners and doctors, providing support, guidance, and assistance throughout the journey.
• Able to effectively segment customer database to build 1:many communication capabilities
• Experienced in using CRM tools, able to operate independently, preferably on Hubspot
• Confident copywriter to build out personalised communication journeys for customers

Voice of the customer - CSMs will be expected to champion the voice of the customer internally. In addition to providing an authoritative view of customer health, working closely with Product and Engineering, Marketing, Clinical, Support and Sales, the Senior Customer Success Manager will:

• Constantly and proactively engage with customers to gather feedback, address concerns, and identify opportunities for upselling or cross-selling.
• Connect partner and doctor feedback to Sales, Marketing and Product
• Proficiently brief CRM and tech requests to improve the customer journey

The Experience You’ll Bring:

• 5+ years of Customer Success / Partner Success / Account Management experience.
• Experience in Healthcare, Healthcare sales, Healthcare industry (preferable).
• Experience using data to draw insights into trends, risks and opportunities.
• Strong track record of building relationships that have fostered high levels of engagement and long term stickiness with customer.
• Previous customer-facing experience at executive levels, with a record of achieving business targets or delivering a quota.
• Commercial acumen and understanding of how businesses function and how to navigate a partner’s business.
• Excellent communication skills and the ability to manage diverse stakeholders across businesses and levels.
• Project management and organisational skills. Experience working cross-functionally is strongly preferred. Marketing experience is a plus.

Benefits

• A flexible workplace that recognises everyone has responsibilities and joys outside work
• Challenging, meaningful work that has a positive impact on the lives of our customers
• Collaboration with a passionate and encouraging team that welcomes you, your ideas and your lived experience
• An environment where you will learn something new every day from new healthcare technologies to product development and leadership
• A company that is committed to doing well by doing good