Regional Manager, Customer Success

Description

Aidoc is recruiting a Regional Team Leader of Customer Success in the United States. Join our team!

About Aidoc

Aidoc is a pioneering force in clinical AI. Our clinical AI imaging solutions help physicians quickly identify and diagnose urgent cases and improve patient outcomes. Built on Aidoc’s exclusive aiOS, we analyze and aggregate medical data to enable care teams to operationalize the unexpected and work seamlessly with a continued focus on the patient. Aidoc AI is always on, running in the background to change the foreground.

Our solutions are used in more than 1000 hospitals, including leading health systems in the US. Funded by some of the industry’s leading VC’s, Aidoc has raised more than $250 million to date, and was chosen as one of TIME’s 50 most genius companies.

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, Catalyst, Salesforce, or equivalent platforms.
• 25%-50% travel

Preferred Qualifications

• Experience in a B2B SaaS company or in managing enterprise customer relationships.
• Familiarity with customer lifecycle management, success planning, and customer journey mapping.
• Demonstrated success improving customer retention and expansion.

Working at Aidoc

We’re a dynamic, collaborative and fast growing team of more than 400 global employees, committed to improving the world of healthcare. We’re looking for mission-driven people excited to do transformative work.

We have offices in Barcelona, Tel Aviv and New York City, but Aidoc is a remote-first workplace.

What we offer:

• Competitive salary
• Stock options
• 25 days of paid vacation
• Healthcare plan benefits
• The opportunity to directly improve medical care and impact patient outcomes

Aidoc is deeply committed to creating an inclusive and diverse workplace, and to the principle of equal opportunity for all individuals. We prohibit harassment of any type as well as discrimination based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.