Customer Success Specialist

Role Overview

•    Onboard new clinics
  

• Serve as the primary point of contact during implementation, coordinating across internal teams (technical, CRM, training) and clinic stakeholders.
• Support configuration of Adoreal’s EMR and CRM systems and help clinics migrate data from their existing tools.
• Organize and structure clinic data so it aligns with Adoreal’s analytics framework.
• Manage project timelines, track milestones and dependencies, flag risks early, and communicate status clearly.
• Travel on site to deliver staff training and lead clinics through their transition to the platform.
• Support clinics once they’re live
• Act as the first point of contact for clinic staff and patient inquiries, ensuring all requests are addressed within 24 hours.
• Troubleshoot technical issues, triage support tickets, and coordinate escalations with Product and Engineering when needed.
• Monitor adoption after go live and reach out proactively to clinics that are struggling, rather than waiting for problems to surface.
• Train and enable on an ongoing basis
• Build and maintain onboarding documentation, training guides, FAQs, training videos, and other self service resources.
• Keep clinics current on new features, UI updates, and bug fixes through release notes and follow up sessions.
• Travel on site for refresher training, workflow audits, or whenever a clinic needs hands on guidance after going live.
• Close the feedback loop
• Track and document bugs, recurring issues, and feature requests.
• Identify patterns across clinics and translate them into product insights for the Product and Growth teams.
• Explore automation opportunities (chatbots, predictive troubleshooting, smarter self service) that reduce repetitive support work and free you to focus on higher value clinic interactions.

Requirements

•    Minimum 4 years of combined experience across customer success, software implementation, technical support, or healthcare onboarding, ideally in SaaS or digital health.
  

• Hands on experience with EMR and CRM systems, data migration, and digital workflow tools.
• Native level English fluency (C2) with strong written and verbal communication. Additional European languages are a plus.
• Demonstrated success managing multiple implementation or onboarding projects simultaneously.
• Familiarity with healthcare workflows including patient intake, documentation, billing, scheduling, and compliance.
• Strong familiarity with support ticketing systems and escalation processes.
• Experience training clinical and administrative staff on new systems.
• Comfort building help center content, training documentation, and self service resources.
• Awareness of regulatory requirements in healthcare data handling and access control.
• Willingness and ability to travel across Europe for clinic visits and on site training.

Organized, collaborative, tech savvy, and oriented toward efficiency, scalability, and proactive problem solving.

Benefits

What We OfferAt Adoreal, we believe in supporting our team’s well-being and growth through comprehensive benefits and a collaborative, people-first culture. As a globally remote company, we prioritize flexibility, inclusivity, and teamwork rooted in the Adoreal principles.

Benefits & Perks:

• Paid time off (PTO) and paid holidays
• Performance-based bonuses and company equity opportunities
• Fully remote work environment with flexible schedules
• Collaborative and thriving team culture guided by Adoreal’s core values