What are the responsibilities and job description for the Client Success Manager position at Pieces Technologies Inc?
Responsibilities:
As a Client Success Manager at Pieces, you will be a strategic partner and trusted advisor to our health system clients, ensuring the successful implementation, adoption, and long-term impact of our generative AI solutions. You’ll lead cross-functional efforts to align our AI-powered documentation tools — such as progress notes, discharge summaries, and predicted discharge timelines — with client priorities and clinical workflows. From onboarding clinical and operational teams to driving executive engagement and surfacing actionable insights, you’ll play a vital role in driving measurable outcomes and shaping the future of AI in healthcare.
Build and maintain trusted relationships with executives, clinicians, and operational leaders at client sites.
- Lead regular business reviews, strategic check-ins, and executive updates.
- Represent client perspectives in internal planning and product development discussions.
- Define success metrics and ensure project deliverables meet client expectations and contractual goals.
- Manage timelines, milestones, and risks in alignment with client and internal stakeholders.
- Translate client needs into actionable product feedback.
- Partner with engineering and product teams to refine and optimize solutions based on user insights.
- Guide clients through seamless onboarding and launch processes.
- Design and deliver tailored training experiences for clinical and administrative users.
- Monitor key performance indicators (KPIs) for client success and proactively address areas of risk.
- Deliver impact reports and insights that demonstrate ROI, adoption trends, and usage patterns.
- Identify opportunities to streamline internal workflows and client engagement processes.
- Partner with cross-functional teams to design repeatable, scalable approaches for onboarding, support, and success measurement.
- Champion continuous improvement to enhance operational efficiency and client experience as we grow.
- Stay up-to-date on healthcare regulations and best practices in clinical AI and documentation standards.
- Ensure client engagements meet all compliance requirements.
- Support contract renewals, expansions, and resource planning efforts.
Collaborate with finance and legal teams to align on terms and engagement models.
Requirements:
We’re looking for a Client Success Manager who’s passionate about using technology to help the most vulnerable. You’re someone who believes the right data can help build better one-to-one relationships with communities in need of extra support. You have expertise in the following areas:
Bachelor’s degree required; preferred fields include Healthcare Administration, Business, Nursing, or related disciplines.
- Master’s degree or clinical background (e.g., RN) is a strong plus.
- PMP or Lean Six Sigma certification is a plus.
- 5 years in client success, account management, or project management roles, ideally in healthcare tech.
- Strong history of managing complex relationships and projects with health system executives and clinicians.
- Experience driving adoption and impact of digital health or clinical AI solutions in a hospital or multi-site health system.
- Excellent communication and presentation skills with an executive audience.
- Strong project management acumen.
- Analytical mindset with proficiency in Excel or other reporting tools.
- Comfort navigating clinical workflows and hospital culture.
- High emotional intelligence and executive presence.
- Ability to navigate ambiguity and adapt in a dynamic, fast-evolving environment.
- Strong prioritization skills and a focus on execution.
Detail-oriented with a commitment to operational excellence.
Travel:
Willingness to travel up to 40% based on client needs and stage of deployment.
We offer competitive salaries as well as the following benefits:
Shared premiums: medical, dental and vision, plus access to FSA and HSA
- 401K and life insurance
- Flexible vacation and holiday policies
- Hybrid work mode with remote or fully remote options
- Flexible work hours, with work-from-home options
- Paid maternity/paternity leave
- A comprehensive tech setup