Location: US Cercle Overview: Cercle™ is an AI technology company focused on advancing healthcare for all women.
Our AI platform and tools work together to unlock insights for women's healthcare companies. Current and future customers range from clinics and labs to hospitals and pharmaceuticals. We're seeking a talented and experienced Associate Director of Customer Success to be the VP of Customer Success's right-hand person during a period of significant growth and support scaling our customer success function, as well as drive major implementations.
This role is critical in ensuring customer satisfaction, retention, and growth. You will have the opportunity to support shaping the future of Cercle's customer success function and make a significant impact. You will also have the opportunity to work directly with the CEO and COO, while the VP of Customer Success is out on leave.
Finding a leader with a strong technical aptitude is critical. Candidates need to have had experience working on technical products and with technical customers (e.g. stakeholders that report up to CTOs, CIOs, Data Scientists/teams). Key responsibilities: 1. Customer Success Strategy. Contribute to the development and execution of a comprehensive customer success strategy aligned with Cercle's overall business objectives. 2. Customer Relationship Management. Build and maintain strong relationships with key customers, acting as their primary point of contact. 3. Product Adoption and Implementation. Drive product adoption and implementation, providing guidance and support to ensure customer success. 4. Customer Success Operations. Establish efficient processes and metrics to measure customer success and optimize operations. 5. Cross-Functional Collaboration. Effectively collaborate with product, engineering, and sales teams to ensure alignment and deliver exceptional customer experiences. Work closely with cross-functional teams to ensure smooth project execution and customer satisfaction. 6. Customer Feedback and Advocacy. Gather and analyze customer feedback to inform product development and improvement. 7. Data Analysis and Reporting. Utilize data to identify trends, measure performance, and make data-driven decisions.
Qualifications: - 5+ years of experience in customer success/implementation, preferably in the healthcare or technology industry and/or healthcare AI. - Strong technical aptitude and experience in customer-facing roles working with technical products, technical leaders (e.g. CTOs, CIOs, Data Scientists) as well as analytical skills and data-driven decision-making - Proactive self-starter and solution-oriented mindset. Have startup experience or “startup” DNA within a larger company. Ability to work independently and take initiative to drive projects forward. - Proven track record of success in driving customer adoption, retention, and expansion. - Strong understanding of customer success methodologies and best practices, including building and implementing repeatable customer success playbooks - Highly detail-oriented and can manage multiple projects simultaneously - Experienced with the healthcare industry, or hungry and unafraid to dive deep into understanding clinical jargon and healthcare business models - Excellent communication and interpersonal skills, including the ability to communicate technical concepts to non-technical audiences, influence cross-functional teams, and manage up effectively - Resilient when navigating situations under pressure. Comfortable with ambiguity, shifting priorities and receiving/providing feedback - Experienced with Google Workspace and Microsoft Office – and ideally Jira. - A passion for women's health and a desire to make a positive impact - A nice plus, but not required: some fluency in Spanish
