About the Role
The role is responsible for managing client relationships post-implementation, driving product adoption, identifying opportunities for process improvement, and serving as a strategic advisor to hospital operations teams using the platform.
Responsibilities
- Serve as primary point of contact for clients after go-live
- Monitor client usage and performance metrics regularly
- Conduct scheduled business reviews to assess value realization
- Identify barriers to adoption and develop action plans
- Collaborate with implementation teams during handoff phases
- Gather and relay client feedback to product teams
- Support clients in interpreting system-generated insights
- Assist in defining success criteria and KPIs for each customer
- Drive renewal and expansion opportunities through demonstrated value
- Coordinate with technical support for issue resolution
- Educate clients on new features and best practices
- Maintain detailed account health records
- Track and report on customer satisfaction trends
- Facilitate training sessions for end users
- Promote data hygiene and accurate system usage
- Work with clinical operations staff to align workflows with software capabilities
- Escalate critical issues following internal protocols
- Document client-specific configurations and usage patterns
- Support quarterly performance reporting for leadership teams
- Advocate for customer needs internally
- Ensure compliance with contractual service expectations
- Manage change requests from client organizations
- Onboard new stakeholders within existing accounts
- Maintain knowledge of healthcare inpatient operations
- Use analytics to guide client decision-making
Compensation
Competitive salary with performance incentives
Work Arrangement
Hybrid work model with flexibility for remote operations
Team
Part of the customer-facing success team focused on healthcare operations software
About the Product
The platform uses machine learning to improve patient throughput in hospitals by predicting demand, optimizing bed assignments, and reducing discharge delays. It integrates with existing EHR systems and provides real-time dashboards for operations teams.
Why This Role Matters
Hospitals using the solution report faster patient discharges, improved bed turnover rates, and reduced length of stay. The Customer Success Manager ensures clients achieve these outcomes through consistent engagement and strategic guidance.
Not specified
