Clinical Support Specialist

Responsibilities

• Own the validation lifecycle. Run kickoffs, define mutual success criteria and a mutual action plan, and drive the pilot toward a clear go/no-go conversion decision by the opt-out date.
• Drive time-to-value. Get validation users onboarded, activated, and using the product against their stated goals as quickly as possible; the clock is always running.
• Manage risk proactively. Monitor adoption and engagement signals, surface at-risk pilots early, and execute recovery plays before the opt-out window closes.
• Convert and transition. Partner with Account Management/Account Executives to build the business case, secure executive sponsorship, and convert validations to paid, then transition the account to a Commercial Clinical Success Manager.
• Be the voice of the customer. Synthesize validation feedback into clear, prioritized themes for Product and GTM, and translate product capabilities into customer outcomes.
• Build the playbook. Document what works across validations so the team's conversion rate compounds over time.

• 2–4 years in customer success, account management, sales engineering, or a closely related customer-facing role at a B2B SaaS company.
• A track record of driving measurable customer outcomes against a deadline — quota, conversion targets, activation goals, or similar.
• Strong project management instincts: you can run multiple validations in parallel, each at a different stage, without dropping the ball.
• Excellent written and verbal communication, including comfort presenting to and aligning senior stakeholders.
• Commercial fluency — you are comfortable with the conversion conversation and do not shy away from asking for the business.
• Data literacy:
  You use product usage and engagement data to prioritize where to spend your time.
• Possess exceptional presentation and communication skills, particularly when conveying technical concepts and validation outcomes clearly to executive stakeholders.
• Have experience driving product adoption and change management within organizations, moving users from initial experimentation to sustained usage.