About the Position
We are seeking a highly motivated and experienced Client Success Manager to join our team. This individual will play a critical role in ensuring the successful implementation and ongoing satisfaction of our clients using our AI-powered healthcare software platform. The ideal candidate will have a blend of clinical experience, account management expertise, and a strong background in SaaS/technology roles, ideally in the healthcare sector.
As a key member of the client success team, you will serve as a trusted advisor, working closely with clients to understand their strategic objectives, provide personalized support, optimize platform utilization, and drive long-term value. Your role will encompass a blend of client engagement, account management, and strategy to ensure retention, growth, and overall client success.
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Responsibilities
- Account Management & Strategic Growth: Develop and nurture strong relationships with key stakeholders, serving as the primary point of contact for client accounts to foster trust, satisfaction and retention. Identify expansion opportunities and collaborate with sales and product teams to drive upsells and renewals.
- Client Onboarding & Implementation: Lead the onboarding process for new clients, ensuring seamless integration of our platform into their workflows. Provide training and best practices to optimize adoption and effectiveness.
- Ongoing Client Engagement & Support: Proactively monitor client usage and satisfaction, addressing concerns and identifying opportunities for improvement. Conduct regular check-ins, QBRs, and strategy sessions to ensure alignment with client goals.
- Cross-Functional Collaboration: Work closely with internal teams, including product development, marketing, and sales, to advocate for client needs and inform product enhancements. Provide feedback that helps shape the roadmap and user experience.
- Data-Driven Insights & Reporting: Analyze usage patterns and key performance indicators (KPIs) to identify trends, risks, and opportunities. Develop methods to measure product value and return on investment (ROI), presenting these insights to clients and internal stakeholders to demonstrate impact and drive strategic decision-making.
- Retention & Expansion Strategy: Develop and execute strategies to maximize client retention and satisfaction. Identify and mitigate risks of churn while fostering long-term partnerships and growth opportunities.
- Clinical Workflow Leadership & Optimization: Lead clinical activities for our clients by assessing their current workflows and identifying areas for improvement. Develop an optimized future state by leveraging our technology and industry best practices to enhance patient care, operational efficiency, and compliance with healthcare standards.
- Thought Leadership & Industry Expertise: Stay current on industry trends, regulations, and best practices to provide clients with informed guidance. Represent the company at industry events, conferences, and client forums, as needed.
Skills and Experience
- Nursing degree (preferred but not required) with clinical experience or case management background.
- 5+ years of experience in client success, client engagement, or related roles within the tech/SaaS industry, preferably in the healthcare space.
- Strong understanding of healthcare workflows, patient care processes, and clinical operations.
- Experience in radiology follow-up workflows or lung navigation programs is highly desirable.
- Familiarity with imaging-based patient tracking, incidental findings, or care coordination between radiology and referring providers is a plus.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Proven ability to manage multiple clients simultaneously while maintaining a high level of service.
- Strong problem-solving skills and a solution-oriented mindset.
- Ability to thrive in a fast-paced, growing startup environment.
- Must be based in the Eastern or Central Time Zone and located near a major airport.
- Willingness to travel up to 50%, including multiple overnight trips per month.
Desired Skills
- Familiarity with AI-driven healthcare solutions and their applications in clinical settings.
- Ability to translate complex technical concepts into simple, actionable information for clients.
- Project management skills and experience working with implementation timelines.
- A passion for improving healthcare through technology.
