Are you passionate about precision medicine and transforming the healthcare industry?

Advances in AI and data science are enabling real-world evidence to reshape clinical care, making it possible for physicians to deliver the right treatments at the right time. At Tempus, our proprietary platform connects an ecosystem of data to deliver real-time, actionable insights to oncology providers. We’re looking for a dynamic leader to guide our customer success team in delivering exceptional experiences and driving impactful outcomes for both physicians and patients.

At Tempus, we are committed to fostering a customer service culture rooted in servant-based leadership. Our team is dedicated to helping each other, advocating for our patients, and driving towards excellence in all that we do. We believe in putting the needs of our customers and patients first, ensuring that every interaction is handled with empathy, professionalism, and a genuine desire to make a positive impact. By working collaboratively and supporting one another, we strive to create an environment where everyone can thrive and deliver the highest quality of service.

As the Manager II, Customer Success, you will lead and mentor a team of skilled professionals, focusing on both the tactical and strategic elements of customer success. You will ensure operational excellence, drive customer satisfaction, and collaborate with internal teams to continuously enhance our service delivery model.

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. 

Qualifications:

  • 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.

Join us at Tempus and be part of a team that is making a meaningful impact on the healthcare industry through precision medicine and advanced technology.

 

 

 

 

#LI-NK1
#LI-Hybrid
#LI-Onsite

The expected salary range below is applicable if the role is performed from [Illinois] and may vary for other locations. Actual salary may vary based on qualifications and experience. Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits, depending on the position.

Illinois Pay Range
$75,000—$100,000 USD

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

Additionally, for remote roles open to individuals in unincorporated Los Angeles – including remote roles- Tempus reasonably believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: engaging positively with customers and other employees; accessing confidential information, including intellectual property, trade secrets, and protected health information; and appropriately handling such information in accordance with legal and ethical standards. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
When autocomplete results are available use up and down arrows to review
+ Add another education

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Tempus’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.