Senior Customer Success Manager

Lynxcare is an AI-powered clinical data platform. We mine structured and unstructured hospital data to improve patient outcomes and make Real-World Data accessible for life sciences research & physicians.

Job Description:

As a Senior Customer Success Manager, you will be managing the relationships with our customers; hospitals and industry partners, and ensure that they receive optimal guidance and resources to be successful. You act as their service partner and align the business goals of LynxCare with their goals to bring value to both.

Your responsibilities include the following:

  • Map out the steps to achieve the business goals and take action to ensure they are met;
  • Create opportunities for upselling and cross selling and act upon them;
  • Evolve our processes with the development of the business, balancing daily tasks with strategical thinking;
  • Act as the main point (together with the Operations team) of contact for activities related to the onboarding and activation of our solution for our customers;
  • Follow up on customer requests, check status and come up with a workaround when their needs cannot be fulfilled immediately;
  • Ensure we are alert on the opportunities and seize them while we identify the risks and mitigate them;
  • Give solicited and unsolicited advice based on the knowledge you have gained about the customer’s business goals and objectives;
  • Build action plans (e.g. play book) to help our customers succeed, directly and/ or indirectly, with the solutions we (can) provide them with;
  • Ask the right questions and get to the root cause to manage, set and preferably exceed expectations;
  • Pro-actively drive adoption, retention and expansion by ensuring a good onboarding, coach renewals, and provide support and service to stakeholders;
  • Ensure customer satisfaction (NPS) and measure constantly and take actions if needed.

What we’re looking for:

  • 5+ years of experience in either Customer Success Management, Account or Sales Management or in a Lead Customer Support position
  • 3-5 years of experience with hospital sales, network to CMO/CMIO’s is a big plus, in the Life Sciences sector, Market Access/RWE/Medical is a big plus
  • Experienced in closing deals through upsell and cross sell
  • Value collaboration and strong relationships
  • Excellent listener who reads body language and listens to what is said and what is not said
  • Outstanding communication and interpersonal skills to provide clear guidance to all stakeholders and is convincing when necessary
  • Open and transparent communicator who addresses problems when they arise
  • Finds the right balance between escalating an issue in time or solving it by themselves
  • Solid project management skills with great attention to detail
  • Good at multi-tasking and managing multiple customers at the same time
  • Exceptional command of the Dutch and English language, French is a big plus, other languages is a bonus

What you will get:

  • You will work in a fast-growing clinical data & analytics company based in Leuven (Belgium), where initiative is valued and personal/professional growth is supported.
  • You will be part of a young team of 30+ colleagues, consisting of a mix of clinicians and data scientists, and you will work on challenging projects together with physicians and pharmaceutical companies.
  • As we are a young company, you will have the opportunity to help shape the company’s future.
  • Attractive salary package, incl. extra-legal benefits such as a company car & fuel card, hospitalisation insurance, group insurance, meal-vouchers, net cost-allowance, reimbursement of mobile telco subscription, and your own company laptop.
  • Hybrid working; partly in the office and partly work-from-home.
  • Trainings & seminars with your team.

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We’re always excited to meet experience as well as high potentials looking to discuss their future.

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