Customer Success Manager

MUST HAVE CLINICAL EXPERIENCE AS A REGISTERED NURSE, ONCOLOGY NURSE NAVIGATOR, CLINICAL EDUCATOR, OR EQUIVALENT.

100% Remote, but must live in the Eastern time zone
. Travel 1-2 times per month is required, so living close to an airport is a must. Preferred locations include Florida, North Carolina, Ohio, Massachusetts, New Jersey, or New York.

Our client is an early-stage healthcare SaaS company transforming how patients and care teams navigate a cancer diagnosis. Our platform is live in leading cancer centers, academic medical centers, and health systems, with more coming online. We are hiring our Founding Customer Success Manager to build and own our entire post-sale function and to grow the revenue inside every account we win.

This is a founding role. There is no inherited playbook and no existing structure. You will define what customer success looks like and build the system that scales it. You will own our customers end-to-end—onboarding and adoption, clinical trust, projects and utilization, and renewal—and set the multi-year strategy for how we retain and grow their accounts. As the function grows, you will architect it and, over time, hire and lead the team behind it.

This is not a support or ticket-queue role. It is a clinical operations and revenue role. You will be measured on retention, adoption, and the growth of revenue within our accounts, and you will own both the strategy and the number.

a Registered Nurse (RN) — or a deeply experienced clinician — with the drive to own commercial outcomes. Our buyers are clinical leaders at cancer centers and health systems, and credibility with clinicians is how initial adoption happens. What sets you apart is that you want to own growth, not just relationships — and you will chase adoption, renewal, and expansion the way the best commercial operators do.

We are hiring for the clinical credibility and the hunger, which we cannot coach.

• Own the full customer lifecycle end-to-end — onboarding, implementation, adoption, clinical training, account health, renewal, and expansion — for a portfolio of enterprise health-system accounts.
• Become the definitive expert on the platform and every module. Lead live product and workflow demonstrations for physicians, nurses, navigators, and administrators with command and depth — you are the person customers trust to know the product cold.
• Own implementation and clinical enablement for your accounts, drawing on clinical resources as needed — you orchestrate a successful go-live and full adoption.
• Drive measurable adoption and utilization. Track site-level usage, diagnose adoption gaps, and act on them before they become risks. Drive customers to full go-live and full ramp.
• Own renewals and net revenue retention. Forecast renewal and expansion, protect the base, and hit the number.
• Run land-and-expand. Identify upsell and cross-sell across modules and sites, build the account plan, and drive opportunities to close in partnership with sales and leadership.
• Build deep relationships with clinical champions, executive sponsors, and frontline users — and earn the credibility that makes us the standard of care inside each account.

• Design the customer success function from scratch: segmentation, health scoring, onboarding and adoption playbooks, the expansion motion, and the tooling and reporting behind it.
• Set the multi-year strategy for how we retains and grows its accounts, and build the repeatable system that scales beyond you.
• Be the voice of the customer in product and roadmap decisions — translate what you see in accounts into product priorities.
• Define the team that comes after you. As account volume grows,…