Customer Success Team Lead

Description

The Customer Success Team Leader is responsible for guiding and overseeing a team of Customer Success Managers (CSMs) in delivering exceptional customer experiences, driving adoption, value realization, and achieving business outcomes across our portfolio.

As a Team Leader, you'll be responsible for developing talent, managing day-to-day operations, and ensuring your team supports our customers through every phase of the customer journey. You'll help align team efforts with strategic goals, focusing on retention, growth, and long-term customer satisfaction.

About Aidoc

Aidoc helps health systems deliver smarter and faster care when it matters most. Its mission is to transform patient outcomes through 'always on' clinical AI, eliminating preventable care gaps that lead to loss of lives and disabilities. Through our proprietary aiOS™ platform, Aidoc seamlessly integrates real-time intelligence into provider workflows, helping physicians make faster clinical decisions for over 45 million patients a year.

With the most FDA-cleared AI solutions in its category and deployments across 150+ health systems globally, Aidoc elevates the physician and patient experience.

Backed by General Catalyst, Square Peg, NVentures (NVIDIA's venture arm), and four major U.S. health systems, Aidoc has raised $370 million to date, including a recent $150 million round to accelerate development of CARE™, its clinical-grade foundation model.

About this role

The Customer Success Team Leader is responsible for guiding and overseeing a team of Customer Success Managers (CSMs) in delivering exceptional customer experiences, driving adoption, value realization, and achieving business outcomes across our portfolio.

As a Team Leader, you'll be responsible for developing talent, managing day-to-day operations, and ensuring your team supports our customers through every phase of the customer journey. You'll help align team efforts with strategic goals, focusing on retention, growth, and long-term customer satisfaction.

Responsibilities

• Team Leadership: Manage, coach, and support a team of Customer Success Managers, ensuring they are empowered to meet their goals and grow professionally.
• Customer Advocacy: Act as an escalation point for key customers, helping your team navigate challenges and proactively drive resolution.
• Directly manage a subset of strategic or high-impact accounts, ensuring strong executive relationships and delivering measurable value.
• Performance & Metrics: Monitor team KPIs (e.g., Net Retention, Health Scores, Adoption Metrics, Value Realization), drive accountability, and report on team performance regularly.
• Onboarding & Enablement: Support new team members through onboarding and ongoing learning programs to ensure ramp-up and effectiveness.
• Planning & Forecasting: Contribute to quarterly planning, headcount forecasting, and strategic initiatives to support team scalability and business growth.
• Process & Playbooks: Collaborate with CS leadership to standardize and improve workflows, playbooks, and success plans across the team.
• Cross-Functional Partnership: Work closely with Sales, Product, Support, and Marketing to ensure seamless customer experiences and feedback loops.
• Customer Engagement Strategy: Help define and execute engagement models by segment, customer maturity, or product line.
• Customer Risk Management: Proactively identify at-risk accounts and collaborate with CSMs and cross-functional teams to mitigate churn through tailored success strategies.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role, ((or 2.5+ years of experience in similar roles at Aidoc)).
• 1+ years of team leadership experience (formal or informal), with a demonstrated passion for coaching, mentoring, and people development.
• Experience in Healthcare and AI industries for 2.5+ years.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and relationship-building skills, especially with cross-functional teams and external stakeholders.
• Comfortable using CS tools like Gainsight,…