Our client is a leader in pathology AI software and located in Philadelphia, PA. This role is in the office four days a week.
About the Role:
The Clinical Customer Success Manager (CSM) owns a portfolio of clinical healthcare customers, including academic medical centers, community hospitals, private laboratories, and international institutions. This role ensures customers are successful, engaged, and achieving their business and clinical goals.
As a CSM, you will act as both a trusted advisor and a hands-on partner by building strong relationships with stakeholders while also working internally to scale processes, enhance onboarding, and deliver an exceptional customer experience. This is an individual contributor role with significant impact and an opportunity to help shape the future of Clinical Customer Success at the company.
Key Responsibilities:
Ensure Customer Success and Adoption - Drive measurable outcomes for customers by aligning capabilities to their objectives, delivering ROI, and maintaining high retention rates.
Own the Customer Journey - Lead onboarding, training, and enablement programs. Facilitate cadence calls, executive business reviews, and workshops to demonstrate value and identify opportunities for growth.
Build and Scale Processes - Help create scalable playbooks, engagement models, and workflows to improve consistency and efficiency as our client grows.
Collaborate Internally - Work cross-functionally with Sales, Application Specialists, Product, and Support to provide a seamless customer experience. Coordinate with internal support teams to resolve customer issues effectively.
Champion the Customer's Voice - Collect feedback and deliver actionable insights to Product and Engineering to influence roadmap priorities and improve the platform.
Travel and Relationship Building - Travel up to approximately 20 percent to meet with customers, strengthen relationships, and support their success on-site.
Required Qualifications:
- 5+ years in enterprise SaaS Customer Success, Account Management, or a related field
- 2+ years of experience working with clinical healthcare customers or in the medical industry
- Strong ability to manage relationships at all levels, from technical users to executive stakeholders
- Proven project management skills across onboarding, go-lives, and continuous enablement
- Experience with Salesforce (SFDC) and comfort working with distributed global teams
- High level of ownership, resilience, empathy, and comfort navigating ambiguity
- Familiarity with digital pathology, laboratory workflows, or medical imaging platforms
- Understanding of cloud environments (AWS, Azure, GCP) and data governance in regulated settings
- Experience building or scaling a Customer Success function
- Knowledge of tools such as Zendesk and Gainsight