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Tempus AI · 6 hours ago

Customer Success Manager

Chicago, IL

Full-time

Hybrid

Mid, Senior Level

$72K/yr - $100K/yr

5+ years exp

Tempus AI is focused on advancing the healthcare industry through precision medicine and AI technology. The Manager II, Customer Success will lead a team to enhance customer satisfaction and operational excellence while collaborating with various internal teams to improve service delivery.

Artificial Intelligence (AI)BiotechnologyHealth CareMachine LearningMedicalPrecision Medicine

Hiring Manager

Neil Kelleher

Responsibilities

Lead a team of 7-12 customer success professionals, including individual contributors and emerging leaders, through hiring, training, performance reviews, coaching, and career development

Drive strategic initiatives that optimize customer experience and operational efficiency, collaborating with key stakeholders such as Product, Lab, Marketing, Sales, and Legal to streamline processes and remove roadblocks

Oversee the implementation and continuous improvement of KPIs and performance metrics, ensuring the team meets or exceeds goals related to customer satisfaction, turnaround time, and service quality

Serve as the primary escalation point for complex and high-urgency issues, working cross-functionally to resolve escalations and provide a seamless customer experience

Champion process improvement initiatives, identifying opportunities to automate workflows, reduce turnaround times, and enhance overall efficiency in service delivery

Collaborate with the Product team to advocate for necessary product developments and enhancements that scale with customer needs, ensuring feedback loops and prioritization align with business goals

Use a data-driven approach to identify gaps in individual and team performance, adapting strategies and coaching methods to continuously improve outcomes

Foster strong relationships with key clients, ensuring their regional needs are met, and proactively identifying opportunities to strengthen customer loyalty and satisfaction

Mentor and coach team members in leadership roles, helping them develop skills necessary for managing their own teams and driving their career growth within the organization

This position requires travel up to 15% of the time, depending on location and regional needs

Qualification

Customer success managementHealthcare industry experienceData analysis skillsProcess improvementTeam managementCross-functional collaborationBias for actionCommunicationRelationship buildingOrganizational skills

Required

Bachelor's degree required; advanced degree in business, healthcare, or a related field is a plus

5+ years of experience in customer success, client services, or a similar customer-facing role, with 3+ years of experience managing teams in a fast-paced environment

Demonstrated success in healthcare, life sciences, or technology industries is highly preferred

Proven track record of driving strategic process improvements and managing cross-functional projects that deliver measurable results

Strong analytical skills, with experience leveraging data tools such as Looker, Salesforce, and other BI platforms to make informed decisions

Excellent communication and relationship-building skills, with the ability to influence stakeholders across all levels of the organization

Strong organizational skills, with the ability to manage multiple priorities and teams in a dynamic environment

Bias for action, with a proven ability to navigate complexity and deliver results in a competitive and evolving market

Benefits

Incentive compensation

Restricted stock units

Medical and other benefits depending on the position

Company

Tempus AI

Glassdoor3.0

Tempus is making precision medicine a reality by applying AI in healthcare, deriving insights from our expansive library of clinical data and molecular data.

Founded in 2015

Chicago, Illinois, USA

1001-5000 employees