Customer Success Manager
About The Position
Join Us at TailorMed – Transforming Healthcare Affordability
Awarded Best in Class in Health Equity 2025
At TailorMed, we’re on a mission to eliminate barriers across the entire medication journey—from affordability to access and adherence. As a pioneering force in healthcare, we’re building a new category that transforms how patients, providers, pharmacies, life sciences, and payers collaborate to ensure every patient receives the treatment they need without delay.
TailorMed is the medication success platform removing every barrier across the patient journey, from access and affordability through adherence and ongoing care. Through a connected network spanning 945+ hospitals, 4,700+ clinics, 3,100+ pharmacies, 100+ life sciences programs, and 6,000+ support programs, TailorMed has supported over 75 million patients and secured more than $7.4 billion in financial assistance since 2020. TailorMed's platform connects patients, providers, pharmacies, and life sciences companies through one coordinated network designed to reach every patient at every step of their medication journey.
Learn more at tailormed.co
About the Role:
The Customer Success Manager serves as an advocate and the primary point of contact for a portfolio of accounts, ensuring customers are fully engaged and deriving maximum value from our solutions. In this role, you’ll guide clients through the entire customer journey—from onboarding to ongoing support to renewal—not only providing exceptional service, but identifying opportunities to expand and provide even greater ROI for our clients.
You’ll be responsible for driving the adoption of our software, helping to resolve issues, and proactively promoting new features and best practices to maximize customer success and usage of our solution. As the day-to-day contact for your accounts, you will build strong relationships and ensure that each customer is receiving maximum value from our solution. Additionally, you’ll collaborate closely with our Product and R&D teams, acting as the voice of the customer to provide feedback and drive continuous improvement.
This hands-on role is perfect for someone passionate about commercially focused customer success and eager to make a direct impact by ensuring customers are satisfied and successful with TailorMed’s solutions.
Requirements
- 5+ years of customer success or account management experience in a high-growth B2B SaaS environment; experience in the healthcare space is ideal
- Experience with transformation or program management at an organization-wide level
- Demonstrated ability to help customers use products effectively and increase their satisfaction, and a passion for providing excellent customer service
- Comfortable communicating and managing relationships with different levels of stakeholders
- Experience successfully navigating renewals with complex customers
- Successfully identifying expansion opportunities that led to account growth
- Analytical, strategic thinker and a proactive problem solver
- Polished verbal and written communication skills
- Technical understanding to credibly partner with IT organizations
- Track record of performance and a growth mindset
- Ability to influence action within and outside of your own team
- Ability to drive change within our customers’ and internal organizations
- Deliver on unique initiatives or critical business issues within complex environments
- Ability to travel approximately 20% of the time
- Bachelor's Degree