Customer Success Manager

We are seeking a Founding Customer Success Manager to own post-go-live success for our largest customers in the healthcare sector.

• Healthcare
  
  Experience:
  
  Proven background in a hyper-growth startup within the healthcare industry.
• Enterprise Account Management:
  Experience managing large enterprise accounts and navigating complex, multi-stakeholder executive relationships.
• Renewals & ROI:
  Track record of influencing renewals, expansions, and ROI conversations.
• Confident Communication:
  Ability to engage effectively with senior executives.
• Data-Driven Mindset:
  Comfortable building systems, dashboards, and frameworks from scratch.
• Calm Under Pressure:
  High-judgment decision-maker in challenging situations.
• Ownership Mentality:
  Thrives in ambiguity with a preference for hands-on work and growth.

You will work directly with the founders to manage success, ROI, and executive relationships across significant accounts (6–7 figure contracts, thousands of patient beds). Starting as a hands-on individual contributor, you’ll dive deep into accounts, data, and escalations while developing systems that ensure customer satisfaction and long-term success.

• Own Customer Outcomes & ROI:
  Define, track, and communicate ROI for all customers, ensuring they understand the value delivered.
• Manage Executive Relationships:
  Personally handle relationships with C-level executives and ensure the right stakeholders are engaged at the right times.
• Build Customer Health Framework:
  Design and implement a system that blends usage, sentiment, and ROI for customer health tracking.
• Act as a Player-Coach:
  Collaborate closely with the Customer Ops team on escalations while focusing on broader success narratives.

This role protects crucial assets: customer trust, reference-ability, and expansion potential. You will ensure that, as the company scales, it continues to deliver measurable outcomes for the health systems it serves.

This organization is revolutionizing hospital operations by optimizing staffing and scheduling processes. Their technology transforms labor management from tedious manual processes to autonomous systems, freeing up thousands of hours and significantly reducing costs.