Customer Success Manager, iQueue for Surgical Clinics

LeanTaaS is a growth stage company that creates software solutions to transform hospital and infusion center operations. They are seeking a Customer Success Manager to design, lead, and execute customer success strategies while supporting healthcare SaaS customers and building a customer success team.

Responsibilities:

• Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS customers
• 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 customers and internal staff
• Conduct regular business reviews with customers 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

Requirements:

• Bachelor's degree in health sciences, engineering, business administration or equivalent years of related work experience
• 5+ years of professional experience in a 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 willingness to travel 25-50% of the time
• Previous experience working in a startup or high-growth environment
• Experience in enterprise healthcare
• Experience with general software implementation processes
• Familiarity with the unique challenges of healthcare workflows and patient care coordination
• Knowledge of HIPAA compliance and healthcare regulatory requirements
• Strong familiarity with project management tools and best practices
• Certifications in customer success, project management, or related fields (e.g., PMP, CSM, or CCSM)
• Experience growing and mentoring teams
• Basic knowledge of JavaScript, HTML, and/or CSS