What are the responsibilities and job description for the Clinical Customer Success Manager position at Proscia?
Location: Philadelphia, PA (Hybrid; 4 days/week in-office)
Team: Customer Success
Reports to: Global Manager, Customer Success
About Proscia
Proscia is revolutionizing pathology, the last major frontier in healthcare to embrace digital. As a leader in pathology AI software, we are empowering pathologists and scientists to transition from traditional microscope-based workflows to digital, AI-driven approaches, unlocking new possibilities in precision medicine.
The digital pathology market is experiencing explosive growth as advances in AI enable unprecedented insights into diseases like cancer. Pathology is central to medicine, and the shift to AI-powered solutions is not just modernizing workflows—it’s transforming how diseases are diagnosed, treated, and understood. Predictions for the future of pathology show a tidal wave of adoption, with experts describing the field as “poised for the next major breakthrough” in healthcare innovation.
Backed by over $100 million in funding from leading healthcare and technology investors, Proscia is at the forefront of this revolution. Joining Proscia means being part of a company at the cutting edge of healthcare innovation, where the possibilities are limitless. With the convergence of AI, precision medicine, and digital pathology, we’re not just changing pathology—we’re redefining what’s possible in medicine.
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 with the Concentriq® platform.
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 Proscia.
Key Responsibilities
Ensure Customer Success and Adoption
Drive measurable outcomes for customers by aligning Concentriq 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 growth opportunities.
Build and Scale Processes
Help create scalable playbooks, engagement models, and workflows to improve consistency and efficiency as we grow.
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
Preferred Qualifications
- 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
Beyond Just Work
Being a Proscian means believing in a mission, overcoming challenges in the journey together, and sharing in what success brings. We believe that every major growth period creates an exceptional career runway. We’re here to change the world together and empower each other to become our best selves in the process.
As a company in the healthcare field, we want our people to be happy and healthy, in and out of the office. In addition to competitive pay, we ensure everyone on our team is supported with savings, schedule, and insurance options that promote long-term health and personal growth.
At Proscia, we value difference, celebrate growth, and support our team’s personal and professional success. Join us in changing the world and advancing humankind.