Customer Success Manager - MedTech

Overview

Lumerate is growing rapidly and we’re searching for a Customer Success Manager on the Zapyrus brand team to join our team for the journey!

Who is Lumerate?

Lumerate is a Toronto-based SaaS company that has built game-changing technology to help sales teams accelerate revenue growth. We help our customers achieve the full picture of their industries. We also strive to achieve our own personal full pictures from a career fulfillment and learning perspective. We’re in the business of gathering intelligence about industries and delivering it to the right people within those industries through innovative software interfaces.

All About Zapyrus

Zapyrus is the Med Tech brand within Lumerate. We are an intelligence tool designed for sales professionals in the medical devices space to understand what is happening in their niches. Today Med Tech service providers such as CROs, quality, regulatory, design & engineering, and manufacturing houses all over the world trust Zapyrus for their sales research.

Customer-related responsibilities:

• Managing and growing a designated book of accounts within the wider client base
• Developing a deep understanding of customers’ strategic priorities to help them derive business value from Zapyrus
• Leading 1:1 product onboarding sessions with customers to help them set up their accounts, and leading subsequent product training sessions thereafter
• Building relationships with key stakeholders within the account to develop a champion at every level
• Acting as the voice of the customer and provide internal feedback on how Zapyrus can better serve our customers
• Be an integral part of the client’s team as a trusted advisor/sales enablement manager
• Collaborate with internal, cross-functional teams (e.g. Business Development, Data and Product) to deliver effective solutions to customers centered on their desired outcomes
• Collaborate with cross brand Customer Success teams to identify areas of opportunity to strengthen customer/account relationships
• Leading the management and resolution of user questions and technical requests

Process building responsibilities:

• Manage in app processes to handle customer communication (to and from Zapyrus Customer Support team
• Work with Zapyrus Marketing and Customer Acquisition team to develop new customer engagement initiatives (e.g. product training completion Linked In badges)
• Building pathways to track customer metrics (e.g. engagement, retention, feedback etc.)
• Helping to define and develop processes and strategies to increase retention, identify expansion opportunities and mitigate churn risk
• Ensuring all documentation is up to date and reflects the most current best practices related to customer empowerment for the Zapyrus brand
• Creating customer empowerment Salesforce, Mixpanel and Zoho Project dashboards to track key success metrics
• Collaborate with the Zapyrus Data, Sales & Marketing teams to ensure customer communications are effective and receiving the appropriate return on investment (ROI)
• Developing Mixpanel processes to capture and reflect customer usage of Zapyrus
• Using Salesforce to maintain diligent administrative records for each customer, including the documentation of conversations

• At least 2 years of work experience
• Med Tech industry exposure and/or experience or a life-sciences educational background
• Experience managing customer relationships in a business to business setting, ideally one in which you supported enterprise clients
• Skilled in the use of spreadsheets

• A curious person who is passionate about how data and product connects to meaningful user experiences
• Someone who thrives in the wearing of many hats throughout the day as it relates to building out a growing brand
• A person who enjoys making challenging strategic decisions
• Comfort and curiosity with the use of AI tools such as Gemini and Open AI
• Someone who likes to experiment, tinker, and test their ideas in the pursuit of continuous improvement
• A people person who is deeply passionate about and skilled at developing strong business relationships
• An excellent communicator who can…