Customer Success Manager - REMOTE (Western US) at RefleXion

Who We Are

RefleXion elevates radiopharmaceuticals from drugs that help identify cancer to guides that actively direct external beam radiotherapy by leveraging tumor biology. Designated an FDA Breakthrough Device for lung tumors, RefleXion's SCINTIX® biology-guided radiotherapy aims to overcome long-standing barriers preventing definitive radiotherapy for metastatic disease. FDA-cleared SCINTIX therapy automates targeting and motion management for use in FDG-guided treatment of lung and bone tumors that arise from primary lung and bone cancers or are metastases from other primary cancers. In strategic collaborations with industry-leading radiopharmaceutical companies, RefleXion is co-developing and co-commercializing disease-specific radiotracers for treating late-stage cancers.

Find out more about RefleXion and SCINTIX therapy at reflexion.com.

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About This Role

The Customer Success Manager is responsible for the success of customers and by extension the success of RefleXion. Their primary focus is to ensure that customers are highly satisfied throughout the ownership life cycle of RefleXion products.  Overseeing the customer experience from implementation through adoption and growth this role will ensure that the customer experience with the RefleXion product, processes and people is maximized to enable our customer’s successful usage of our product.  They will utilize deep technical knowledge of the product and its clinical applications to proactively identify and drive the improvements needed for adoption and utilization.  Developing and leveraging relationships both internally and externally they will act as a bridge between the customer and RefleXion for the common goal of customer success. 

What You Will Be Doing 

• Act as the primary point of contact for key customer stakeholders
• Establish relationships with key customer representatives such as physicians, physicists, dosimetrists, therapists and department operations management. Identifies critical success factors for each of these roles
• Run ongoing check-in meetings with customers and Internal cross-functional support teams consisting of Training, Field Service, Technical Support, Product Engineering, etc., as needed
• Measure and drive customer performance indicators (adoption, utilization of clinical applications) and satisfaction levels (net promoter and other customer feedback) and provides relevant information to the Internal cross-functional teams and executive management
• Represent the voice of the customer internally and advocate for needed product/process improvements that address key customer needs as part of the ongoing life-cycle management of the product
• Act as the primary point of contact for customer escalations, coordinating appropriate response across internal functional areas such as Training, Field Service, Technical Support, Product Engineering, Sales, Marketing, etc.
• Support the sales and implementation processes with meetings/visits to highlight the customer success processes and establishes relationships with new customers
• In partnership with the Director of Customer Success, implement a site-by-site Technology Adoption Plan for each installed base account designed to grow their SCINTIX program across the spectrum of indicated anatomic sites
• Create and update continuously a collection of client site Best Practices related to anatomic treatment sites, X1 workflow matters, delivery learnings etc. 
  • Clearly communicate these best practices in treatment planning and delivery for both IGRT and SCINTIX capabilities on the RefleXion X1
• Identify and recommend user workshops and training needed by customers to promote greater adoption; develop customer site champions to help train/showcase to other customers
• Promote partnerships with customers by recommending research and other industry advocacy opportunities within the radiotherapy industry
• Other duties as assigned

Where You Will Do This Job  

• Remote - This position will allow the successful candidate to work a primarily remote schedule. They must be based in the Western US (Pacific or Mountain Time Zone) and will be required to travel to RefleXion customers and come into the RefleXion office in Hayward, CA for meetings and other events as needed. 

What We Need 

• Bachelors of Science (BS) in biomedicine, engineering, physics, or other technical discipline or commensurate, direct technical customer success experience
• At least 5 years of relevant Customer Success experience
• Ability to travel up to 50%
• Technical aptitude across engineering, physics, software and IT networking as required to understand product performance capabilities and expectations
• Knowledgeable in the relevant clinical applications of radiotherapy including physics and dosimetry
• Ability to employ business acumen to identify success factors that enable customers to realize value and achieve business outcomes
• Superior relationship-building and influencing skills, including empathy and listening
• Superior communication skills, organizes and communicates succinctly and accurately with appropriate detail and frequency for internal and external stakeholders
• Excellent facilitation, collaboration, and problem-solving skills. Proficient at conflict resolution
• Ability to promote ideas persuasively, influence others, and build and maintain effective professional relationships
• Enthusiasm and ability to excel independently in a fast-paced, evolving, and ambiguous environment with a "get it done" attitude
• Execution-driven, operates with a sense of urgency; able to work through obstacles and escalate for rapid decision-making
• Thinks about challenges from a customer perspective; customer-obsessed mindset 
• Meets all vendor credentialing requirements necessary to gain client site access, which may include: proof of valid identification, criminal background checks, drug screens, immunizations, annual TB testing, healthcare trainings, etc. 

Ways To Stand Out 

• Industry experience in Radiation Therapy or Nuclear Medicine strongly preferred
• Previous experience in medical capital equipment preferred
• Prior start-up experience helpful

What You Will Love About Working with Us!

• The opportunity to work with a passionate, driven team in a pre-IPO start-up environment
• Flexible work location and schedule available for many positions - see above for specific work location for this position
• Competitive compensation and Pre–IPO stock option packages
• Medical (both HMO and PPO options), Dental and Vision
• Health Savings Account (HSA), Flexible Spending Account (FSA), Dependent Care Flexible Spending Account (DCFSA)
• Pre-tax Commuter Benefits
• Employee Assistance Program (EAP)
• 401(k)
• 3 Weeks/Year PTO Accrual rate to start and 12 Paid Company Holidays
• Employer paid Life Insurance, short-term and long-term disability
• RefleXion Benefit Hub –Company exclusive discounts and deals on a variety of sites and items
• Weekly catered on-site lunches as well as kitchens filled with a variety of healthy and delicious food and drinks – including an espresso machine and panini stations!
• Employee Events – Variety of Workshops, Lunch ‘n Learns, Financial Wellness education, Regular “Coffee Chats” with Executive Leadership, Scavenger Hunts, Company Milestone celebrations and more!
• Electric car charging stations on site

The pay range for this role is $110,000 - $160,000 annually.  Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. The total compensation package for this position may also include bonus, stock, benefits and/or other applicable variable compensation.

Values and Diversity 

RefleXion is an equal opportunity employer. All aspects of employment including the decision to hire will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, disability/medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.