Aegis VenturesRemote
Manager of Customer Success
United States of America
Full Time
1 week ago
$110,000 - $130,000 USD
Visa Sponsor
Key skills
Customer SuccessAccount ManagementHealthcare TechnologyHealth ITMedical DevicesPeople ManagementExecutive Business ReviewsROI NarrativesRegulated Healthcare EnvironmentsFDA-cleared TechnologyHIPAAClinical Quality StandardsCRM PlatformsCustomer Success ToolsData orientationGoArtificial IntelligenceSalesforceCRM
About this role
Aegis Ventures partners with entrepreneurs to launch transformative companies in digital health and artificial intelligence. The Manager of Customer Success at Optain will lead the US customer success function, focusing on driving exam utilization, expanding revenue, and ensuring customer satisfaction with the platform.
Responsibilities:
- Monitor and drive exam utilization metrics across the account portfolio, proactively identifying underperforming accounts and intervening with targeted action plans
- Build and maintain a customer health scoring framework that enables the CS team to prioritize attention, flag at-risk accounts early, and allocate resources effectively
- Partner with Implementation to ensure clean post-go-live transitions and sustained adoption momentum
- Serve as Tier 1 support owner for customer-facing operational questions, triaging issues and escalating technical problems to Engineering/Product or clinical quality issues to Clinical Operations
- Plan and lead quarterly business reviews with customer stakeholders, presenting utilization data, ROI metrics, clinical outcomes, and forward-looking recommendations
- Build trusted, multi-threaded relationships across clinical, operational, IT, and executive stakeholders at each account
- Own the upsell motion for SMB accounts—expanding to additional locations, adding users, and upgrading service tiers
- Systematically identify and qualify expansion opportunities across the account base, partnering with US BD to pursue larger enterprise deals
- Contribute to pricing and packaging feedback based on customer conversations and competitive intelligence
- Aggregate customer feedback, feature requests, and product friction points to inform Product and Engineering roadmap prioritization
- Coordinate with Clinical Operations on grading turnaround times, quality issues, and clinical service delivery that directly impacts customer satisfaction
- Partner with Marketing on case studies, testimonials, and customer reference programs
- Manage, coach, and develop a team of CS Specialists—setting account coverage strategy, running team cadences, conducting 1:1s, and building a culture of proactive customer engagement
- Define and track team KPIs including utilization rates, NPS/CSAT, expansion revenue, and response times
Requirements:
- 5+ years of experience in customer success, account management, or client services in healthcare technology, health IT, or medical devices
- 2+ years of direct people management experience leading a CS or account management team
- Track record of managing a book of business with measurable outcomes: retention, expansion revenue, utilization, and NPS/CSAT
- Experience conducting executive-level business reviews and building ROI narratives for healthcare customers
- Strong data orientation—comfortable pulling and interpreting product usage data to drive customer conversations and internal prioritization
- Experience supporting customers in regulated healthcare environments (FDA-cleared technology, HIPAA, clinical quality standards)
- Experience with CRM platforms (HubSpot or Salesforce) and customer success tools (Gainsight, Totango, or similar)