Customer Success Manager

**Who are we ?**

In the field of orthopedic surgery, manufacturers are increasingly demanding solutions to collect data and meet the challenges of patient health and inventory management. SMADE provides smart tracking solutions integrated into surgical trays that transmit key data to our platform (the S-HUB), to enable faster inventory controls, smoother operations, better regulatory compliance and increased patient safety.

**The Customer Success mission at SMADE**

SMADE is launching a highly innovative solution in the market and we are signing our first pilot contracts. The CSM role will be key to building the foundation of strong customer relationships and collecting feedback from the field.

You will be responsible for understanding customer needs, analyzing their utilization of our platform, and facilitating strategic recommendations with suitable solutions accordingly. As a trusted advisor and facilitator, you will help customers realize the full potential of their SMADE solutions, which will ultimately translate into retention, renewal and upselling of their subscription. You will manage multiple points of contact for each customer account, including high executives.

At SMADE, you will be the one with the most in-depth knowledge of our customers, therefore you will hold a key position within our team. You will have full ownership of your work streams

1/ Be data-driven
- Analyze customer-use data of our platform and translate it into recommendations for customers
- Build custom reports tailored towards customer needs and concerns while highlighting how SMADE addresses their needs.
- Leverage a deep understanding of SMADE Solutions to ensure all customers extract the full value out of their SMADE subscription.
- Draw actionable insights from all customer’s platform data usage for your colleagues in the Product and Marketing teams. Bring the customer’s perspective, research industry needs and trends, and make suggestions to refine product roadmap

2/ Be a strategic business role
- Create a 1-year strategy plan for post-pilot customer retention and upsell
- Build a success plan for your accounts at each step of their customer journey
- Bring the Voice of Customer to our strategy meetings and deliver recommendations to ensure continuous alignment of our BD and product roadmaps with customer expectations
- Challenge and proactively suggest improvements to our BD strategy and customer onboarding process

3/ Be customer obsessed
- As customers’ “trusted advisor”, understand the customer’s business strategies and technical needs (you have to know their needs and uses, better than they know themselves)
- Oversee customer performances to ensure we are meeting, or exceeding, their needs
- Build and maintain strong relationships with customer accounts (High executives, but also Finance, Sales, Ops, Quality roles )

**What you’ll need**

Must-have:

- 3-5+ years experience in customer facing / BtoB business / strategic council
- Tech/SaaS/Digital product and/or solutions experience
- Ability to retain (external) customers and detect new opportunities
- Analytical/Mathematics logic
- Ability to understand, analyze and process information
- Ability to manage project with internal actors
- Ability to work cross-functionally with product, data, marketing and sales teams
- English bilingual (preferred) or super fluent

Nice to have:

- Data and information research interest
- Master degree in a Business School, Engineering School
- Consulting, Digital marketing or Data experience
- Start-up environment experience, experience in an early stage, high growth company

**How to become a SMADER ?**

You are at the right place if you set high standards for yourself, if you are a passionate person, if you like innovation and challenges, if you are enthusiastic, curious and have an entrepreneurship spirit, if you are a challenger who takes initiative and if you are solution-oriented.

**Our promise**

...a flexible way of working oriented on innovative and challenging projects. An opportunity to be part of pillars of an innovative MedTech startup which will change the orthopedic market. The chance to work with a passionate team, artists in their expertise