Customer Success Manager

Medeloop is creating the future of clinical operations and health research through cutting-edge AI and big data technologies. Our unified platform, spanning AI-powered analytics, study management, and grant automation, streamlines the entire research lifecycle, enabling faster, smarter, and more impactful discoveries across medicine and public health.

Recognized by Politico as the “AI Disrupter-in-Chief” for healthcare and public health, Medeloop is trusted by premier institutions across government, academia, and life sciences. From major healthcare centers to leading life science companies, our partners rely on Medeloop to unlock insights that were previously out of reach.

At the heart of our platform is one of the largest and most diverse health data ecosystems in the industry with over 100 million patient records that fuel the work of AI “scientists” purpose-built to drive breakthroughs in health equity, drug development, chronic disease, and more. Interested candidates can review a demo of one of our AI scientist research pipelines and read about our mission on our Linkedin. 

We are a fast-growing company backed by world-class investors including General Catalyst, Icon Ventures, Inovia Capital, and Healthier Capital. Our team includes leaders in AI, life sciences, and medical research (such as the former editor-in-chief of JAMA, the team who wrote the most-read scientific publication in medicine for 2023 and public health for 2018, and the creators of BloombergGPT) who bring unmatched expertise and vision to our mission. The company is led by serial entrepreneurs with a proven track record. 

We're not just building tools; we're building a better future. By accelerating research timelines and expanding access to insights, Medeloop empowers the next generation of researchers to deliver faster cures, smarter policy, and ultimately, save lives.

Join us as we build the future of science.

Medeloop is seeking an experienced Customer Success Manager for a full-time role. The ideal candidate will be a dynamic, customer-focused individual capable of building and maintaining strong relationships with clients, ensuring their success with our platform. With responsibilities spanning from onboarding and training to gathering feedback and driving adoption, this position is perfect for someone eager to impact the health tech landscape. Join us to contribute to our mission and make a tangible difference in healthcare innovation.

Role & Responsibilities

• Customer Onboarding and Training: Lead the onboarding process for new customers, ensuring they are set up for success with our platform. Provide training sessions and educational materials as needed.
• Customer Support and Relationship Management: Serve as the primary point of contact for customer inquiries, troubleshooting issues, and providing timely resolutions. Build and maintain strong relationships with clients to drive satisfaction and retention.
• Gathering Customer Feedback: Proactively gather feedback from customers to identify opportunities for improvement and advocate for their needs internally. Collaborate with cross-functional teams to address customer concerns and enhance the product experience.
• Driving Adoption and Engagement: Develop strategies to promote product adoption and usage among customers. Provide guidance and best practices to help customers maximize the value they receive from our platform.
• Customer Success Metrics: Establish and track key performance indicators (KPIs) related to customer success, such as retention rates, satisfaction scores, and usage metrics. Use data insights to drive continuous improvement efforts.
• Upselling and Cross-Selling: Identify opportunities to upsell additional products or services to existing customers based on their needs and usage patterns.  Support in institution cross-selling activities such as Lunch and Learns, Seminars and Referral Programs.  Collaborate with sales and marketing teams to execute upsell strategies effectively.
• Research and UX Research: Conduct user research to understand customer needs, pain points, and preferences. Collaborate with the product team to incorporate user feedback into product design and development. Ensure that the user experience meets the needs and expectations of our customers.

• Experience in customer success, account management, or a related field, with a preference for candidates familiar with the health tech sector.
• Familiarity with the medical research process (e.g., clinical trials, IRB submissions, data collection, or publication workflows).
• Strong ability to translate complex technical or scientific concepts into clear, actionable guidance for customers.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
• Problem-solving abilities with a proactive and solutions-oriented mindset.
• Excellent organizational skills, capable of managing multiple customer accounts and priorities simultaneously.
• Analytical mindset, with the ability to leverage data to drive informed decision-making and measure customer success.