Client Summary:

• Health-tech company focused on transforming clinical workflows.
• Integrates digital solutions into existing EMR systems.
• Enhances care coordination between physician teams and post-acute care providers.
• Eliminates outdated communication methods like faxes and phone calls.
• Streamlines medical order management and clinical collaboration.
• Improves patient outcomes through more efficient workflows.

Position Responsibilities:

• Partner with a portfolio of customers to understand their goals and identify the tactics, strategies, and best practices needed to achieve them and drive adoption.
• Lead out full life-cycle customer and user management to ensure success of accounts, with a target of no churn and high net promoter scores by driving a high ROI for the customer.
• Build strong relationships with end-users and executive buyers, across levels and functions, with particular focus on clinic managers and executive administrators.
• Develop an extensive working knowledge of products, structures, and workflows to facilitate customer onboardings and first-line customer support.
• Collaborate cross-functionally with internal teams to identify growth and expansion opportunities, as well as vigilantly monitor and manage any potential account risks.
• Effectively escalate customer or product issues that may arise to internal stakeholders in order to get the appropriate support needed for resolution.
• Work collaboratively across teams to represent customer feature requests and engage a team-accountability approach to ensure accurate delivery of new features.
• Maintain customer data i.e. contacts, account health, significant events, etc. in company supported CRM and CS tools.

Experience & Skills:
Required Experience and Qualifications:

• Industry Experience – 3-4 years Customer Success experience, with experience in a SaaS, EMR, or other software company, preferably managing an SMB/B2B book of business.
• Healthcare Expertise – Strong domain knowledge, ideally with experience supporting hospital systems or provider organizations. Strong preference to candidates with:
  • Experience with acute EMR (e.g. Epic, Cerner) implementations
  • Startup SaaS experience with a product deployed to and integrated with health systems
• Project Management & Customer Lifecycle – Proven ability to manage multiple teams/divisions with exceptional task and time management skills, ensuring timely execution of customer lifecycle stages through follow-up and follow-through.
• User Onboarding, Training & Engagement – Experience onboarding users, conducting executive/client reviews, and structuring strategic content for internal and external stakeholders.
• Cross-Functional Collaboration – Skilled in working with Sales, Product, Marketing, and Support to guide users and advocate for customer needs.
• Communication & Relationship Building – Excellent written and verbal communication, with a passion for fostering strong relationships with customers and partners.
• Troubleshooting & Process Improvement – Analytical mindset for issue resolution, process optimization, and Customer Success operations.
• System Experience & Location – Experience with tools like HubSpot, Intercom, and Jira is a plus; remote role preferred in Pacific or Mountain time zones.

Compensation $110k-$150k

• Participation in employee equity program
• Work remotely with flexible working hours
• Monthly team dinners (if local to office) and regular company-wide offsites
• Generous holidays and Paid Time Off
• Variety of Health, Vision, and Dental Insurance options
• 401K, Worker’s Compensation