Customer Success Manager

The Client

Our client is a high-growth Clinical AI company commercializing FDA-cleared wearable cardio-respiratory monitoring solutions. Their platform provides continuous, non-invasive monitoring of SpO₂, respiratory rate, and vital signs, specifically designed for high-acuity general floors and post-anesthesia care settings.

With validated technology already deployed across major U.S. health systems and backed by a global distribution partnership, they are now building the commercial infrastructure to scale nationally.

The Opportunity

The Customer Success Manager is a foundational hire sitting at the intersection of clinical outcomes and commercial retention. In this role, a signed contract is only the beginning—the real value is realized through successful clinical deployment, staff adoption, and measurable patient outcomes.

Reporting to Commercial or Clinical Operations leadership, this individual will own the post-sales relationship for hospital accounts nationally. This role is designed to evolve into a leadership position overseeing a national customer success function as the company scales.

Core Responsibilities

• Account Ownership: Serve as the primary post-contract point of contact for all deployed hospital accounts; build and maintain relationships with Nursing Directors, Clinical Informatics, and Medical Directors.
• Clinical Deployment & Adoption: Lead structured onboarding for newly activated accounts and drive nursing staff adoption through hands-on training, floor presence, and ongoing education.
• Retention & Expansion: Own the renewal process for all contracted accounts and partner with Regional Sales Executives to identify expansion opportunities (additional units, beds, or service lines).
• Outcomes Reporting: Deliver periodic clinical outcomes reports to hospital leadership demonstrating impact on deterioration detection, alert burden, and staff efficiency.
• Voice of Customer: Act as the primary conduit for customer feedback into the internal product, clinical, and commercial teams.

Qualifications

• 5 years of experience in customer success, clinical account management, or post-sales support within hospital technology, medical device, or clinical AI.
• Clinical Deployment Expertise: Direct, hands-on experience supporting technology deployments inside hospital environments (Nursing floors, PACU, Step-Down, etc.).
• Stakeholder Navigation: Proven ability to engage credibly with nursing leadership, clinical educators, and biomedical/IT staff.
• Commercial Growth: Experience managing renewal cycles and driving expansion revenue within enterprise health system accounts.
• Startup Agility: Comfort operating independently in a fast-paced, early-stage commercial environment.
• Travel: Ability to travel nationally (estimated 40–50%) to support account activations and renewals.

Preferred Background

• Experience with patient monitoring, wearable technology, or early warning/deterioration alerting platforms.
• Familiarity with hospital Quality Improvement (QI) processes and outcomes-based contracting.
• Existing relationships within clinical informatics or nursing administration inside major U.S. health systems.