Job Description

MDClone is seeking a high-impact Customer Success & Account Manager (CSM/AM) to join our world-class team. In this dual-focus role, you will be the primary driver of both customer value realization and commercial growth. You will serve as a trusted advisor, blending deep relationship management with a rigorous, execution-oriented approach to ensure our partners achieve their strategic objectives.

You will collaborate across product, professional services, sales, and support to manage the full post-sales journey—from onboarding to expansion—ensuring MDClone remains indispensable to our clients’ missions.

Primary Responsibilities

• Success Plan Ownership: Develop and execute comprehensive customer success plans that align MDClone’s solutions with the customer’s specific business objectives and KPIs.
• Strategic Account Management: Manage complex Enterprise relationships with large hospitals and life science partners, serving as the lead for both tactical health and long-term commercial strategy.
• Value Realization & KPI Tracking: Closely engage with data teams, clinical end users, researchers, and C-suite sponsors to ensure measurable value and successful product adoption.
• Renewal and Expansion Own the full renewal lifecycle and identify upsell and expansion opportunities by deeply understanding each client's evolving business needs and MDClone's growing product portfolio.
• Execution Excellence: Lead onboarding, adoption, and enablement phases with a strong focus on project execution and timely delivery of milestones.
• Stakeholder Engagement: Build trusted relationships and maintain a consistent communication cadence, proactively mining opportunities for deeper engagement and relationship development.
• Voice of the Customer: Act as a conduit between the client and MDClone’s internal teams to influence the roadmap based on real-world usage and feedback.

Experience

• Proven CS & AM Expertise: At least 7 years of experience in customer-facing post-sale roles, with a proven track record of managing both customer success and account growth, including renewals and upsells.
• Enterprise Relationship Management: Previous experience working with large, complex B2B customers, engaging with C-Level executives as well as technical and functional users.
• Healthcare Industry Navigation (Advantage): Experience working with large hospitals, health systems, or life science companies is a significant plus.
• Hybrid Product Knowledge: Proven success in leading onboarding and renewals for both complex on-premises and SaaS products.
• Data Proficiency: Experience with data analysis tools to track performance and inform strategic decisions.
• Communication: Outstanding presentation skills, with the ability to communicate also technical and data concepts to both technical and non-technical audiences.

Skills and Qualifications

• Execution-Focused: Strong execution skills with a "can-do" attitude and a proactive approach to problem-solving.
• Commercial Acumen: Highly business-oriented with the ability to identify and drive retention, renewals, and upsells.
• Strategic Thinker: Ability to align customer needs with technical KPIs and long-term success plans.
• Customer Obsessed: Dedicated to the success of your clients and their mission.
• Technical Savvy: While a deep technical background is not required, you must have the ability to easily relate to and understand technical concepts, data workflows, and complex software solutions.
• Relationship Builder: Naturally builds trust and maintains long-term, high-value relationships with internal and external stakeholders.
• Resilient: Functions effectively under pressure in high-stakes enterprise environments.
• Collaborative: A strong collaborator and communicator who can influence internal stakeholders to deliver for the customer.

Travel requirements

Ability to travel occasionally as warranted by project work and location; frequency will vary depending on project requirements

MDClone offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, and retirement savings. MDClone policy is to provide equal employment opportunity in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation, or gender identity or expression or any other legally protected category. Applicants must be legally authorized to work in the United States. Verification of employment eligibility will be required as a condition of hire.

Requirements

None