Client Success Manager, iQueue Surgical Clinics

Overview

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs.

We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

Please note
: while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application.

We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

LeanTaaS recently launched iQueue for Surgical Clinics, the industry’s first end-to-end surgical coordination platform from the clinic’s front door to the hospital’s operating rooms. We are seeking a talented Client Success Manager to design, lead, and execute our customer success strategies as we continue to scale. You will initially operate as a team of two, directly supporting our healthcare SaaS clients and learning the intricacies of our product and customer base.

As you master the role, you will take on the responsibility of building and leading a growing client success team. This role will also require flexibility to assist our implementation team when they need additional help.

This is a unique opportunity to shape the customer success function for a rapidly growing company, working closely with our leadership, Product, and Development teams to ensure a best-in-class customer experience.

• Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS clients
• Build strong, long-term relationships with key stakeholders across your customer portfolio by defining KPIs and success metrics to track progress, satisfaction and ensure ROI
• Act as the primary escalation point for high-level customer inquiries, ensuring prompt and effective resolution
• Oversee and refine the onboarding process to ensure seamless adoption of the platform
• Collaborate with the Product and Development teams to create robust training materials and resources for clients and internal staff
• Conduct regular business reviews with clients to assess success metrics and identify growth opportunities
• Act as the voice of the customer, providing insights and feedback to the Product and Development teams to drive continuous improvement
• Stay informed about trends and best practices in healthcare SaaS to ensure our product and service offerings remain competitive
• Help grow the Customer Success Surgical Clinics team by participating in hiring, mentoring, and establishing team processes

• Bachelor's degree in health sciences, engineering, business administration or equivalent years of related work experience
• 5+ years of professional experience in a client/customer success, account management, or related roles at a high-growth healthcare SaaS or health tech company
• A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful
• Proven experience designing and scaling customer success programs
• Exceptional communication and presentation skills. Ability to convey complex concepts clearly to non-technical audiences, influence stakeholders at all levels, and drive alignment in ambiguous situations
• Demonstrated ability to build and maintain relationships with key stakeholders in healthcare organizations
• Excellent problem-solving, critical thinking, and analytical skills
• Proficiency in CRM tools, customer success platforms, and data analysis tools
• Ability to champion and drive process improvements
• Ability and…