Client Success Manager

Summary

Join LeanTaaS, a leading healthcare software company, as a Client Success Manager to design and execute customer success strategies. Initially working independently, you will build a deep understanding of our product and client needs, while shaping the customer success function for a rapidly growing startup. Collaborate closely with leadership, product, and development teams to ensure a best-in-class customer experience. This role requires strong leadership, strategy, and relationship management skills within a healthcare SaaS environment. The position offers competitive compensation, benefits, and opportunities for professional growth. Remote work is available in select states.

Requirements

• Bachelor's degree or equivalent years of related experience
• 5+ years of experience in customer success, account management, or related roles within a healthcare SaaS or B2B SaaS environment
• Ability to travel approximately 25% of the time
• Proven experience designing and scaling customer success programs
• Strong leadership and team management skills with experience growing and mentoring teams
• 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
• Exceptional communication and presentation skills

Responsibilities

• Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS clients
• Operate as a solo contributor initially, building a deep understanding of the product and customer needs
• Develop and grow the team including hiring, mentoring, and establishing processes
• Establish KPIs and metrics to track customer success, satisfaction, and team performance
• Develop strong, long-term relationships with key stakeholders at client organizations
• Act as the primary escalation point for high-level customer inquiries, ensuring prompt and effective resolution
• Conduct regular business reviews with clients to assess success metrics and identify growth opportunities
• 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
• 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

Preferred Qualifications

• Prior experience working with physicians or surgeons
• Experience working in a startup or high-growth environment
• Experience working in enterprise healthcare
• Familiarity with the unique challenges of healthcare workflows and patient care coordination
• Knowledge of HIPAA compliance and healthcare regulatory requirements
• Certifications in customer success, project management, or related fields (e.g., PMP, CSM, or CCSM)

Benefits

• Competitive compensation package that includes base salary, target bonus, and stock options
• 401(k) Match
• Comprehensive healthcare benefits
• Generous Paid Time Off and Parental Leave
• Monthly reimbursement for Skill Building
• Monthly reimbursement for Wellness, Transportation, and/or Home Office
• Education Reimbursement for select courses/programs