Customer Success Manager || Remote, US-Based
Remote
Operations – Operations /
Full Time /
Remote
About Buoy Software
At Buoy, we are reimagining the blood-product donation and collection experience in an industry that has been largely untouched by advances in technology for decades. It is one of the few remaining verticals that have yet to see the transformative power of modern technology and great design. The result is creating huge impact in three distinct areas: making blood product-derived biotherapies more accessible to patients battling life-threatening conditions, creating employment opportunities and economic support in communities that have limited access to resources and creating real business value by increasing the supply of blood-products in a market with compounding demand.
We have been working alongside Join Parachute (www.joinparachute.com/), our sister company, in the opening of small market donation centers across the country that will create local donation center careers, opportunities to donate blood products, and provide financial compensation for those donations that will have a positive economic impact in those communities. We’ll continue to expand our reach to support other companies who could benefit from the products that Buoy has created and developed.
Why work here?
We are uniquely positioned in the blood products industry and we have huge opportunity for growth. The only challenge that stands in our way from achieving our goals is our own ability to execute on our strategy. To date, we have been able to successfully deliver and grow and have ambitious plans for our future. If this resonates with you, we hope that you consider joining our team and working towards our mission of unlocking more blood-product supply.
About The Role
We are looking for a Customer Success Manager to serve as a primary point of contact for enterprise customers. You will serve as a strategic partner overseeing the enterprise customer journey from onboarding through long-term success. This role combines strategic account management, implementation, and project management to deliver projects on time to meet customer needs while developing scalable processes and thorough documentation.
We are fully remote. We deeply believe in distributed teams at Buoy. We build projects around motivated individuals. We give our team the environment, support and trust they need to get the job done.
Required Qualifications
- 4+ years of working cross functionally with tech and non-tech teams
- 4+ years of cross functional project delivery, program or project management experience
- 4+ years of experience working in a customer success, implementation or related position at a software company with B2B SaaS products
- Be a passionate communicator, advisor, and advocate for the Customer
- Clear and concise written and verbal communication skills to influence stakeholders and drive decisions
- Strong attention to detail
- Strong problem-solving skills
- Demonstrated ability to thrive in fast-paced environments and deliver results
- Ability to think critically under pressure to identify creative, scalable solutions in collaboration with product, engineering, and operations team members
- Ability to provide post-sale consulting and advisory support, translating customer needs into actionable recommendations and supporting plans
- Capability to understand industry trends, shape forward-thinking solutions, and drive impactful outcomes for clients
- Proficiency in defining and managing tasks, ensuring timely delivery, and mitigating risks that may arise for deliverables
What you'll do as a CSM at Buoy
- Serve as the primary point of contact for enterprise customers, managing relationships and driving successful outcomes
- Lead customer meetings and facilitate discussions to maintain project momentum
- Proactively identify and address risks or blockers to keep projects on track
- Synthesize customer feedback and collaborate with Solutions Architect and Product Management team to influence product roadmap
- Lead enterprise customer onboarding and implementation processes from start to finish
- Manage project schedules and timelines across multiple stakeholders
- Create and maintain dashboards and status reports for transparent communication with management, product teams, and customers
- Ensure timely delivery of all project deliverables and follow up on outstanding items
- Create repeatable processes and playbooks to support business growth
- Create comprehensive documentation including onboarding resources, user guides, and FAQs
- Propose, gain stakeholder alignment, and implement new policies and processes to address customer needs and improve efficiencies
- Build self-service resources to address common customer inquiries
- Work closely with internal teams to ensure effective service delivery
- Manage and escalate critical issues impacting implementation timelines, product performance, implementation gaps, and user experience
- Drive product adoption through proactive engagement with enterprise customers
- Maintain clear communication channels with all stakeholders affected by program changes
Why you should be excited about this opportunity...
- At Buoy, you'll be at the forefront of transforming the highly regulated pharma services industry.
- This role offers a unique opportunity to make a meaningful impact by improving experiences for donors, medical staff, and blood collection facilities.
- You'll have significant autonomy to shape our customer success strategies while working with cutting-edge products that solve real pharma challenges.
- As we grow, you'll have the chance to build scalable processes from the ground up, mentor future team members, and directly influence our product evolution through close collaboration with customers and product teams.
- If you're passionate about solving complex problems and creating lasting positive change in pharma services, this role offers the perfect blend of strategic thinking, customer advocacy, project management, and innovation.
Qualities that will make you successful:
- Customer Obsessed: Someone who is a passionate advocate for our customers, working vigorously to earn and keep their trust through exceptional communication and service.
- Extreme ownership and accountability: You take complete ownership of your projects from discovery to delivery, viewing challenges as opportunities for growth. You stay connected to the details and look around corners to ensure our customers and internal teams will be successful. When problems arise, you'll take initiative to solve them, regardless of their source, while holding yourself and partners accountable.
- Be collaborative: Your excellent communication skills will help bridge gaps between customers and internal teams.
- Thrive in complexity: Buoy builds products for customers working in a highly regulated industry. Regardless of your role at Buoy, you will play a role in the broader mission of supporting our products providing a better experience to donors, center staff, and customers whether you work in product, support, design, operations, or engineering.
- Manage Ambiguity: Priorities can shift and team needs can change as it pertains to what we are building for our customers — being able to adjust quickly and help the team reprioritize / strategize on adjustments to approach will make you successful in this role.
- Have a point of view: You'll bring strong opinions but hold them loosely, working across functions to develop solutions that balance customer needs, business priorities, and technical constraints.
- Have strong business acumen: Be able to articulate your decisions and share your rationale supported by the needs of the user, business, project requirements and feedback from subject matter experts and teammates.
- Embody a can-do, self starter attitude: This role will have a lot of opportunity to develop solutions and define processes along the way. This role offers significant autonomy, requiring a self-starter who can drive initiatives with minimal guidance.
In the first 30 days as a CSM, you will...
- Learn how product and engineering operates at Buoy Software - we’ll help you get accustomed to Buoy’s process, terminology, architecture, and other cultural aspects of working here. You’ll shadow team members in meetings.
- Be introduced to the team and external customers - we’ll help you start to get to know your colleagues, point of contacts for various scenarios, understanding dynamics within the broader org.
- Go through product demos to start to understand Buoy Software and how it works for both donors experience and donor processing.
- Understand goals for the product over the next 6 - 12 months.
In the first 60 days as a CSM, you will...
- You will be expected to take ownership of key meetings and processes to ensure customer success and project delivery
- Serve as a primary point of contact with external customers across communication channels
- Learn the business process and challenges of blood product collection and donor recruitment
- Gather customer insights (e.g., product gaps, ways of working) and leverage these insights and existing plans to map solutions with customer business outcomes
In the first 90 days as a CSM, you will...
- Proactively identify and mitigations risks in project timelines and plans
- Help to shape and enhance customers' requirements
- Leverage knowledge of the products, services, and value propositions of Buoy and understanding of customer’s business process to assess customer needs and independently identify growth opportunities
- Proactively identify process improvements to streamline and enhance customer interactions and set project delivery up for success
Employment at Buoy Software is contingent upon achievement of satisfactory results on your background check and reference check and your ability to provide proof of your identity and eligibility to accept employment in the United States.
At Buoy Software, we believe in empowering our team to work in a way that suits them best. We offer a fully remote work environment and flexible schedules so you can balance your career and personal life on your terms. Your health and well-being are important to us, which is why we provide comprehensive insurance coverage (medical, vision, dental) to ensure you're taken care of. We also offer a 401(k) program to help you plan for the future, generous parental leave to support you during those important life moments, and a home office stipend to help you create a workspace that inspires productivity and comfort. Join us and be part of a company that values innovation, flexibility, and your overall happiness.
