Client Success Manager (US Remote)

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, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, 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.

We are seeking a Client Success Manager to lead, design, and execute our customer success strategies as we continue to scale. You will initially operate as a team of one, directly supporting our healthcare SaaS clients and learning the intricacies of our product and customer base.

This is a unique opportunity to shape the customer success function for a rapidly growing startup, working closely with our leadership, product, and development teams to ensure a best-in-class customer experience. 

The ideal candidate will have leadership, strategy, customer relationship management, onboarding, training, and product advocacy and feedback experience.

WHAT YOU’LL DO

• Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS clients
• Operate as a solo contributor initially, building a deep understanding of the product and customer needs
• Develop and grow the team including hiring, mentoring, and establishing processes
• Establish KPIs and metrics to track customer success, satisfaction, and team performance
• Develop strong, long-term relationships with key stakeholders at client organizations
• Act as the primary escalation point for high-level customer inquiries, ensuring prompt and effective resolution
• Conduct regular business reviews with clients to assess success metrics and identify growth opportunities
• 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
• 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

WHAT YOU’LL BRING

• Bachelor's degree or equivalent years of related experience
• 5+ years of experience in customer success, account management, or related roles within a healthcare SaaS or B2B SaaS environment
• Ability to travel approximately 25% of the time
• Proven experience designing and scaling customer success programs
• Strong leadership and team management skills with experience growing and mentoring teams
• Demonstrated ability to build and maintain relationships with key stakeholders in healthcare organizations
• Excellent problem-solving, critical thinking, and analytical skills
• Proficiency in CRM tools, customer success platforms, and data analysis tools
• Exceptional communication and presentation skills

BONUS POINTS IF YOU HAVE

• Experience working in a startup or high-growth environment
• Experience working in enterprise healthcare
• Familiarity with the unique challenges of healthcare workflows and patient care coordination
• Knowledge of HIPAA compliance and healthcare regulatory requirements
• Certifications in customer success, project management, or related fields (e.g., PMP, CSM, or CCSM)

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.