Sr Analyst, Customer Success Operations
AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, ICONIQ Growth, and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary, and identify opportunities where physicians can better serve their patients.
In this role, you will solve the problems of siloed data and systems, inefficient processes, and insufficient insights/analytics. You will do this by creating alignment across the Commercial organization while establishing best practices across revenue strategy, analytics, sales processes, and tech stack management that will drive results now and in the future as we build for scale.
Team Mission
We are building a best-in-class commercial organization by establishing a repeatable go-to-market motion, hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals, and thoughtfully engaging VPs, General Managers, and other corporate decision makers across the Medical Device Industry.
This Role
As the Sr. Analyst, Customer Success Operations, you will support the post-sale teams (Customer Success and Professional Services) by managing operational processes, analyzing customer data, and providing insights that enable the team to maximize customer satisfaction, retention, and growth. This position will require a deep understanding of customer journeys, key performance indicators (KPIs), and cross-functional collaboration.
Responsibilities
Customer Success Operations
- Analyze and report on key customer success metrics, including customer health scores, retention rates, and product adoption.
- Develop and implement operational processes to improve CS team efficiency, including customer onboarding, account renewals, and churn reduction strategies.
- Collaborate with Customer Success Managers (CSMs) to identify areas for operational improvements and build automated workflows to enhance customer experience.
- Provide actionable insights from customer data, identifying trends and potential risks to proactively engage with customers and mitigate churn.
- Assist in the design and deployment of customer success programs to optimize renewals, upsells, and overall customer satisfaction.
- Create and maintain dashboards, reporting tools, and scorecards for CS leadership.
Professional Services Operations
- Support the Professional Services team by analyzing project delivery metrics such as project timelines, resource allocation, and billable hours.
- Work with PS leadership to streamline service delivery processes, ensuring optimal resource utilization and improved project outcomes.
- Identify bottlenecks or inefficiencies in professional services workflows and recommend corrective actions.
- Support the development of a resource management strategy, including forecasting, capacity planning, and staffing models.
- Develop and monitor key performance indicators (KPIs) for the Professional Services team, providing regular reporting and insights on service delivery effectiveness.
- Administer and optimize the team’s use of its Professional Services Automation (PSA) platform.
Cross-Team Collaboration & Process Improvement
- Map out customer interactions after purchase to identify pain points and areas for improvement in the post-sale process.
- Act as the bridge between Customer Success, Professional Services, and other internal teams (Sales, Marketing, Product, etc.), ensuring alignment on customer-facing initiatives.
- Document, monitor, and optimize the “handshake” processes between Sales, Professional Services, and Customer Success to ensure smooth transitions between stages of the customer journey.
- Support the continuous improvement of both Customer Success and Professional Services operations by conducting regular reviews of processes and systems.
- Lead initiatives to integrate and optimize technology solutions (such as CRM, PSA, CSP) to improve operational workflows across teams.
- Work with Commercial Enablement to design and execute on training programs to enhance the operational capabilities of Customer Success and Professional Services teams
Your Profile
- 2-4 years of experience supporting post-sale Go-to-Market teams
- Excellent relationship-building and stakeholder management skills to influence and build credibility with team members at all levels, including executives
- Experience working with CRMs (Salesforce, Hubspot, Zoho, etc.)
- Experience with customer success platforms (Gainsight, Planhat, Churnzero, etc.)
- Experience with project management platforms (RocketLane, Bigtime, Kantata, etc.)
- Familiarity with tools like Gong, LinkedIn Sales Navigator, ZoomInfo, etc.
- Proficiency in Google Sheets, Google Slides, and Microsoft Excel.
- Clear and effective communication and thinking.
- Strong project management, prioritization, and execution skills.
- Data driven mindset with the ability to understand, analyze, and derive insights from data to drive decision making.
- Ability to thrive in a fast-paced environment, navigate ambiguity, and a strong bias for action.
- Venture-backed, B2B SaaS startup experience.
- Willingness to travel domestically 1-2x per year for company-sponsored offsites.
Desired
- Experience with customer journey mapping and lifecycle management.
- Familiarity with customer success best practices and industry trends.
- Strong analytical and problem-solving skills with the ability to translate data into actionable strategies.
- Excellent communication skills with the ability to present complex information to both technical and non-technical stakeholders.
- High attention to detail and ability to manage multiple tasks simultaneously.
- Strong project management skills and ability to work independently and as part of a team.
- Medical device/technology industry experience a plus.
You must have an eligible work permit in the USA or Canada to be considered for this position.
We Offer:
- Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
- Unlimited vacation: Generous time off and flexible hours give you the freedom to do your best work.
- Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents.
- Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.
- Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
- Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
- Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.
- Ground floor opportunity: Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
- Competitive compensation with equity upside.
Who We Are:
The Company: We are builders, who are inspired by our mission to expand patient access to cutting-edge medical technologies. We value working collaboratively to solve hard problems for our customers with simple, innovative solutions. We push ourselves to learn with empathy. We foster an active culture of mentorship and inclusion, and we welcome new team members that share our values.
We're backed by Benchmark, Redpoint Ventures, Ajax Health, and several other leading software and medical device investors. Since Acuity launched in 2020, we've brought on customers ranging from publicly traded Fortune 500 companies to innovative growth-stage companies and regional medical device distributors.
The Product:
AcuityMD uses data and software to help teams collaborate around the complex relationships they have with the users of medical technologies: doctors. Our platform empowers medical technology companies to see how their products are used, understand why outcomes vary, and identify opportunities where physicians or sites of care can better serve their patients.
AcuityMD is an Equal Opportunity Employer
AcuityMD is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage people of all backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of AcuityMD are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.
