Senior Customer Success Manager, Team Lead

The Company

At CancerIQ, our technology is expanding access to precision cancer prevention, early detection, and treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic counseling service capacity, quadruple genetic testing uptake, and significantly improve screening compliance.

To date, CancerIQ has raised over $26 million to deliver on our mission, with our Series B funding round led by Merck Global Health Innovation Fund and Amgen Ventures.

Our team is made up of a committed, all-in group of people driven to ending cancer alongside the providers and patients we serve. With a growing network of over 200 clinical locations nationwide, we are scaling quickly—and we’re looking for leaders who want to grow teams, customers, and impact.

The Position

The Senior Customer Success Manager, Team Lead is a hybrid people leader and individual contributor role within the Customer Success organization.

This role is designed as a true player–coach position. The primary focus is leading, mentoring, and scaling the Customer Success team, while also owning a manageable portfolio of CancerIQ’s most strategic, complex customer accounts.

The Ideal Candidate

You are someone who is a proven, high-performing CSM with experience managing complex, strategic accounts, enjoys leading and developing people, thinks in systems and processes, treats the role like running a business, and thrives in a fast-paced, mission-driven environment.

Management & Team Leadership Responsibilities

Team Management & Coaching

• Provide day-to-day management for Customer Success team members, including prioritization, workload balancing, and support
• Conduct regular 1:1s focused on performance, development, and career growth
• Mentor and coach junior CSMs on account strategy, executive communication, and customer engagement
• Support onboarding and ramp for new Customer Success hires
• Clearly define roles, responsibilities, and ownership across the Customer Success team
• Establish and reinforce consistent Customer Success best practices, processes, and standards

Programmatic Design & Process Improvement

• Partner with Customer Success leadership to design, refine, and operationalize scalable CS programs
• Identify gaps, inefficiencies, or risks in CS workflows and drive continuous improvement
• Contribute to the evolution of customer journey frameworks, engagement models, and success planning tools
• Performance Management & Accountability
• Support goal setting, performance tracking, and ongoing feedback for CSMs

Cross-Functional Leadership

• Act as a people leader and escalation point for complex customer situations
• Represent the Customer Success team in cross-functional collaboration with Sales, Product, Marketing, and Engineering
• Share frontline insights and team feedback to inform company strategy and roadmap decisions

Individual Contributor Responsibilities

Strategic Account Ownership

• Own and manage a small portfolio of CancerIQ’s most strategic customer accounts
• Serve as the primary relationship owner for executive business and clinical stakeholders, including Oncology Service Line Leaders, Directors of Breast Centers, and Directors of Cancer Services
• Develop a deep understanding of each customer’s organizational structure, priorities, and cancer care strategy
• Act as the senior quarterback, coordinating across clinical, operational, technical, and marketing/business development stakeholders

Executive Relationship Management

• Build trusted advisor relationships with senior clinical and administrative leaders
• Navigate complex stakeholder environments and align diverse groups toward shared outcomes
• Serve as the escalation point for strategic account risks, challenges, and opportunities

Strategic Planning & Quarterly Business Reviews (QBRs)

• Lead executive-level Quarterly Business Reviews focused on outcomes, value realization, and long-term alignment
• Develop and maintain multi-quarter success plans aligned to customer strategic goals and CancerIQ’s value proposition
• Guide strategic accounts through onboarding, optimization, and major change initiatives
• Ensure adoption and outcomes meet executive expectations

Retention, Expansion & Value Realization

• Own retention and renewal outcomes for assigned strategic accounts
• Identify and progress expansion, upsell, and cross-sell opportunities in partnership with Sales
• Drive measurable value realization and long-term customer success
• Analyze usage, performance, and outcome data to inform strategic account planning

Requirements

• Bachelor’s degree in Business, Healthcare Management, Genetics, or a related field
• 5+ years of experience in Customer Success or Account Management, preferably in healthcare
• Prior experience mentoring or managing team members strongly preferred
• Strong experience leading executive-level customer conversations and QBRs
• Ability to balance people leadership with strategic account ownership
• Excellent communication, coaching, and stakeholder management skills
• Data-driven mindset with strong analytical and problem-solving abilities
• Experience with HubSpot, Zendesk, and Jira preferred

Benefits

• Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401(k))
• Headquartered in Chicago’s iconic Wrigley Building with Water Taxi access
• Complimentary gym membership with instructor-led classes
• Generous company-paid holidays and monthly CancerIQ mental health days
• Formal training and professional development opportunities
• Annual All Hands weeks
• A collaborative, high-energy culture focused on building things that save lives