The Role
The Client Success Manager will design and implement customer success strategies for healthcare SaaS clients, build relationships, oversee onboarding, and collaborate with teams for continuous service improvement.
Summary Generated by Built In
We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.
Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.
LeanTaaS recently launched iQueue for Surgical Clinics, the industry’s first end-to-end surgical coordination platform from the clinic’s front door to the hospital’s operating rooms. We are seeking a talented Client Success Manager to design, lead, and execute our customer success strategies as we continue to scale. You will initially operate as a team of two, directly supporting our healthcare SaaS clients and learning the intricacies of our product and customer base. As you master the role, you will take on the responsibility of building and leading a growing customer success team. This role will also require flexibility to assist our implementation team when they need additional help.
This is a unique opportunity to shape the customer success function for a rapidly growing company, working closely with our leadership, Product, and Development teams to ensure a best-in-class customer experience.
WHAT YOU'LL DO
- Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS clients
- Build strong, long-term relationships with key stakeholders across your customer portfolio by defining KPIs and success metrics to track progress, satisfaction and ensure ROI
- Act as the primary escalation point for high-level customer inquiries, ensuring prompt and effective resolution
- Oversee and refine the onboarding process to ensure seamless adoption of the platform
- Collaborate with the Product and Development teams to create robust training materials and resources for clients and internal staff
- Conduct regular business reviews with clients to assess success metrics and identify growth opportunities
- Act as the voice of the customer, providing insights and feedback to the Product and Development teams to drive continuous improvement
- Stay informed about trends and best practices in healthcare SaaS to ensure our product and service offerings remain competitive
- Help grow the Customer Success - Surgical Clinics team by participating in hiring, mentoring, and establishing team processes
WHAT YOU'LL BRING
- 5+ years of professional experience in a client/customer success, account management, or related roles at a high-growth healthcare SaaS or health tech company
- Bachelor's degree in health sciences, engineering, business administration or equivalent years of related work experience
- A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful
- Proven experience designing and scaling customer success programs
- Excellent leadership, team, and stakeholder management skills
- Demonstrated ability to build and maintain relationships with key stakeholders in healthcare organizations
- Excellent problem-solving, critical thinking, and analytical skills
- Exceptional communication and presentation skills. Ability to convey complex concepts clearly to non-technical audiences, influence stakeholders at all levels, and drive alignment in ambiguous situations
- Proficiency in CRM tools, customer success platforms, and data analysis tools
- Ability to champion and drive process improvements
- Willingness to travel 25-50% of the time
BONUS POINT IF YOU HAVE
- Experience working in a startup or high-growth environment
- Experience in enterprise healthcare
- Experience with general software implementation processes
- Familiarity with the unique challenges of healthcare workflows and patient care coordination
- Knowledge of HIPAA compliance and healthcare regulatory requirements
- Strong familiarity with project management tools and best practices
- Certifications in customer success, project management, or related fields (e.g., PMP, CSM, or CCSM)
- Experience growing and mentoring teams
- Basic knowledge of JavaScript, HTML, and/or CSS
WHAT YOU'LL GET
- Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
- Competitive compensation package that includes base salary, target bonus, and stock options
- 401(k) Match
- Comprehensive healthcare benefits
- Generous Paid Time Off and Parental Leave
- Monthly reimbursement for Skill Building
- Monthly reimbursement for Wellness, Transportation, and/or Home Office
- Education Reimbursement for select courses/programs
Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to [email protected]. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.
Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.
Top Skills
Crm Tools
CSS
Customer Success Platforms
Data Analysis Tools
HTML
JavaScript
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The Company
What We Do
Healthcare reform, an aging population, a higher incidence of chronic disease, and a global pandemic have caused the demand for healthcare services to escalate quickly. At the same time pressure from payers to eliminate waste requires that healthcare providers do more with less to meet this skyrocketing demand with the resources in which they have already invested. And this situation is only going to get worse.
