About Proscia
Pathology is at the center of medicine, and is undergoing a profound transformation as the final frontier of digitization in healthcare. We started Proscia to accelerate pathology’s transition from microscope to images, and to use that data to change the way we think about cancer. We can’t change medicine alone. That’s why we’re looking for curious thinkers. Big dreamers. Developers, evangelists, pathologists, and scientists. Exceptional talent to help us use great power for good and advance humankind.At Proscia, we push the limits of medicine and technology, solving problems the world has never solved before.
We build software used by thousands of scientists and pathologists, who work on the front lines of fighting big enemies, like cancer, for patients around the globe. To accelerate our vision, Proscia has raised capital from great investors like Highline Capital Management, Emerald Development Managers, Triangle Peak Partners, Alpha Intelligence Capital, Scale Venture Partners, Hitachi Ventures, Flybridge, and more.About The RoleDo you enjoy building relationships, solving challenges, and learning new technology? If you do, come join our Customer Success team at Proscia!The Customer Success team drives product adoption through a series of impactful engagements that enable our customers to maximize their business and technical value with Concentriq.
For a customer, the Proscia CSM is a partner who understands their business goals and challenges, provides specific recommendations that deliver value, and ultimately helps achieve their business objectives.Customer Success Managers will align to a portfolio of customers and are responsible for ensuring a healthy renewal by driving product adoption. You'll do this by leveraging data and insights to engage with customers at specific points in their Customer Journey. Our CSMs manage the full life-cycle of our customer's post-sales journey from onboarding to renewal, including regular cadence check-ins, business reviews, and any upsell opportunities with urgency.You need to understand the ecosystem of services that our customers use, and work with the customer to ensure success with Concentriq at the center of their solution. We'd expect you to understand why Digital Pathology is the way of the future and how it relates to Life Science and Clinical OrganizationsKey Responsibilities:
- Proactively manage a book of business to drive product adoption to ensure a healthy software renewal
- Build deep business relationships with clients that show measurable value for client executives
- Build and scale a Customer Success framework in order to provide business value at scale
- Partner with the sales team to form joint account plans to understand where at-risk customers exist, where growth opportunities exist, and develop a strategy to execute against an account plan
- Manage the ongoing post sales experience with the customer, including onboarding, ongoing optimization, monitoring usage to determine if upsell opportunities exist, and mitigating risks to ensure a healthy renewal
- Document and share customer success stories to be shared both internally and externally to demonstrate the value of Concentriq
- Conduct virtual and onsite meetings according to our Customer Success framework to drive results, product adoption, and ensure retention
- Maintain a high level of professionalism, empathy, business, and technical acumen across multiple customers at one time, connecting trends and themes as you go
- Proactively communicate with customers and internal teams to provide a closed feedback loop on our products and the competitive landscape
- Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution
- Work with the team to enhance customer documentation and create internal enablement
Required Skills / Experience:
- 10+ years of technical enterprise SaaS experience, with preferably 2+ years in healthcare IT solutions
- 10+ years of experiencing managing a portfolio of customers, developing and driving strategies to maximize retention
- We behave like a startup so your job duties will be varied and complex and will require strong judgement, collaboration, and leadership
- This may be a remote role so you should be experienced and skilled at working remotely with an international team
- Strong project management skills and an ability to multitask within a fast moving high growth company
- You will need first class written and oral communication skills both to collaborate with broad internal teams and with our worldwide customers
- You will need to be able to skillfully articulate our value proposition and the advantages of our products
- Willing to quickly develop a strong knowledge of our infrastructure and projects
- You enjoy learning new technologies and will roll up your sleeves to learn how things work
- You love solving complex technical challenges and building relationships with our customers
- Self-motivated, detail-oriented, and enjoy continuously learning
Beyond Just WorkAs a company in the healthcare field, we want our people to be happy and healthy, in and out of the office. In addition to competitive pay, we ensure everyone on our team is supported with savings, schedule, and insurance options that promote long-term health and personal growth.Our office environment is designed for creativity and agility: with walls as notepads and couches for collaboration. We’re located in the heart of Philadelphia, with views of the city atop the train station so you can spend your time focusing on what matters most.
Yes, we have the free food, gourmet coffee, craft beer, massage chairs, and wellness rooms —but you’ll come for the challenge, the camaraderie, and the opportunity to do bold work.At Proscia, we don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. Proscia is proud to be an equal opportunity workplace.
