What are the responsibilities and job description for the Customer Success Manager position at Stealth Healthcare AI?
About Us
We're an early-stage, VC-backed healthcare technology company building an AI-powered orchestration platform for cell and gene therapy (CGT) delivery. Our software helps care teams manage the complex, high-stakes logistics of getting patients through CAR-T and other advanced cell/gene therapies — from referral through infusion and long-term follow-up. We're partnering with leading cancer centers on our first pilot deployments and are looking for a founding Customer Success Manager to lead that work on the ground.
This is a high-visibility, high-ownership role at a seed-stage startup. You'll join our founding team, working directly with our founders, and your work will directly shape how our first hospital partners experience the product — and whether our company succeeds.
The Role
We're looking for someone who has successfully implemented software into hospital systems before and understands what it actually takes to get clinical staff to adopt a new tool — the politics, the workflows, the compliance requirements, and the trust-building. You'll own the relationship with our pilot hospital site(s), starting with a major hospital in NYC, and be responsible for turning a signed contract into a live, working, well-adopted implementation.
You'll be equal parts project manager, product translator, and relationship owner — equally comfortable in a room with nurse coordinators mapping a CAR-T patient journey and in a room with hospital IT/compliance walking through data governance requirements.
What You'll Do
- Own end-to-end implementation for our pilot hospital partner(s): kickoff, workflow mapping, configuration, training, go-live, and post-launch support
- Work directly with nurse coordinators, cell therapy program directors, and hospital administrators to understand existing CAR-T/CGT workflows (leukapheresis scheduling, infusion-day coordination, shipment/logistics tracking, referral management) and translate them into platform configuration
- Serve as the primary point of contact for the hospital during implementation, building trust with clinical and administrative stakeholders
- Coordinate with hospital IT, compliance, and security teams on integration, data use, and access requirements
- Develop and deliver training materials and sessions for clinical end users
- Identify friction points in the implementation process and feed them back to our product and engineering team to improve the platform for future hospital partners
- Track and report on implementation milestones, adoption metrics, and partner satisfaction
- Help build the internal playbook for hospital implementation as we scale to additional sites — you'll be defining this function, not just executing an existing one
What We're Looking For
- Bachelor’s Degree or equivalent experience
- 4 years of experience implementing software or technology solutions within hospital or health system environments (EHR, care coordination, clinical workflow, or similar clinical software strongly preferred)
- Direct experience working with clinical staff (nurses, care coordinators, physicians) to drive adoption of new tools or workflows
- Comfort navigating hospital bureaucracy — IT, compliance, legal, procurement — and moving projects forward despite it
- Based in or able to regularly travel to the NY/NJ metro area for on-site hospital work
- Strong project management skills with the ability to manage multiple stakeholders and moving pieces without a lot of structure around you (we're early-stage — you'll be building process as you go)
- Excellent written and verbal communication; able to translate between clinical, technical, and business audiences
- A builder's mindset — comfortable with ambiguity, scrappy problem-solving, and wearing multiple hats
- Bonus: familiarity with oncology, cell and gene therapy, or complex specialty pharmacy/therapy coordination workflows
- Bonus: experience at an early-stage health tech startup
Why Join Us
- Ground-floor opportunity at a fast-moving, well-capitalized health tech startup tackling a real and urgent problem in cancer care
- Direct ownership over a function that will define how we scale to dozens of hospital partners
- Work alongside founders with deep experience in cell and gene therapy from both pharma and hospital-facing perspectives
- Competitive salary, meaningful equity, and benefits