Client Success Associate

To apply, please submit your application using the link here: https://forms.gle/4QMNz9b8GRTYFTMw9

CLIENT SUCCESS ASSOCIATE

Eolas Medical  |  Cambridge, MA (Hybrid)

Reports to: Head of US

Department: Client Success

Accessing medical knowledge rapidly and easily at the point of care is still very difficult for healthcare professionals. Eolas Medical (pronounced "oh-lus," the Irish word for knowledge) is transforming how critical medical knowledge is accessed at the point of care.

Designed and developed by doctors, the platform aggregates and indexes tens of thousands of items of medical content, enabling rapid and accurate decision-making. It is currently used by over 400,000 healthcare professionals globally and is trusted by world-leading US institutions including Stanford Healthcare and Mass General Brigham.

We recently closed a $12M Series A and are now building our US team from the ground up. This is your chance to join at the earliest stage of our US expansion and help shape how healthcare organizations across the country access the knowledge they need to deliver safer patient care.

We are hiring our first US-based Client Success Associate, a role that spans implementation, onboarding, and account management. You will work directly with clinical and administrative stakeholders to collect, structure, upload, and QA content and users across each client's Eolas instance.

This role initially encompasses all three functional areas: building out client instances, onboarding users, and managing ongoing client relationships. Over time, as the US customer base grows, this can expand into a leadership role over any or all of these areas.

We're looking for someone who is energized by the mission of helping healthcare providers access critical information at the point of care to improve patient outcomes, who wants to help us stand up a repeatable, scalable implementation and client success process, and who takes pride in a high attention to detail.

• Collect documents, protocols, policies, and SOPs directly from health system provider and administrator client stakeholders
• Review content to identify opportunities for improvement and modify documents to make them better where necessary
• Organize content, build and configure spaces within the platform, and upload/build content into Eolas ensuring it is structured, searchable, and aligned with best practices for discoverability and safety
• Test and QA the system to ensure it is performing as expected
• Act as the primary point of contact during the implementation phase

• Collect user information, contact details, and access levels/controls from clients and build them out in Eolas
• Own the end-to-end training process: schedule, invite, prepare, host, deliver, and follow up on all training sessions
• Get administrators, pilot stakeholders, and then full departments/users logged in and familiar with the platform
• Deliver onboarding either remotely or in-person based on the strategic importance of the client, with a significant push upfront and ongoing support as necessary
• Progressively expand onboarding scope as clients move from pilot to full deployment

• Monitor customer usage metrics and engagement dashboards to proactively identify accounts that are expanding and those at risk of declining adoption
• Identify cross-sell and upsell opportunities when usage grows beyond the original pilot department, and work with the sales team to convert those into expanded contracts
• Manage ongoing client relationships through a combination of direct check-ins and automated reporting that delivers platform insights and usage data to client stakeholders
• Drive contract renewals and extensions by demonstrating measurable value and documenting client outcomes
• Act as the voice of the customer internally, feeding insights back into product, engineering, and go-to-market decisions
• Generate referrals and case study opportunities from satisfied clients

• Identify, design, and develop materials to facilitate a seamless, frictionless document and user onboarding experience (including training) for all clients at scale
• Design and document repeatable implementation, onboarding, and account management processes
• Identify bottlenecks, manual steps, and opportunities for automation across all three functional areas
• Work closely with product and engineering to improve tooling for content ingestion, management, and governance
• Be the founding member of the Client Success function and shape how we define success metrics, onboarding timelines, and health scoring for the US business

You don't need to tick every box, but most of these should sound like you.

• 0-3 years of experience in customer success, implementation, onboarding, professional services, or a related client-facing role at a technology or SaaS company
• Experience working with content-heavy systems (knowledge bases, CMS platforms, intranets, document management systems) is a strong advantage
• Familiarity with healthcare organizations, hospital workflows, EMS operations, or regulated environments is a plus but not required
• Background in web design, content management, or technical implementation work translates well to this role

• Technology-obsessed: you actively use AI tools in your daily workflows and recognize their potential to streamline processes
• Instantly likable and trustworthy: clients need to feel confident handing over their content and relying on you to get it right
• Comfortable being hands-on and detail-oriented while also thinking strategically about how to build scalable systems
• Strong organizational skills with the ability to manage multiple client implementations in parallel without dropping balls
• Clear communicator who can work effectively with clinicians, hospital administrators, EMS chiefs, engineers, and founders
• Process-driven mindset with a passion for turning messy, manual work into repeatable, documented workflows
• Thrives in ambiguity and early-stage environments where you help define the role as you go
• Willingness to travel periodically for onsite client activations and onboarding events (estimated 10-20%)

• Base salary of $55,000-$65,000, commensurate with experience
• Performance-based bonus
• Stock options in a high-growth, venture-backed company
• Benefits package including health insurance and 401(k) (details to be finalized)
• Hybrid work environment with 3 days per week in our Cambridge office
• Opportunity to be a foundational member of the US team and shape the Client Success function from the ground up
• Direct exposure to company leadership, including the CEO and Head of US
• The chance to work on a product that directly improves patient safety and clinical outcomes

This is not a typical customer success role.

You will help define how AI-powered clinical knowledge is safely deployed across the US healthcare system. You will work with a small, ambitious team that cares deeply about both product quality and patient outcomes. You will join at the moment we move from a lean startup to a scaled US operation with real resources behind it.

You will be the person who shapes how Eolas Medical builds the Client Success function in the US for years to come.

Eolas Medical is an equal opportunity employer.