Manager, Customer Success

Summary

Join LeanTaaS, a leading AI company transforming hospital operations, as their Manager of Customer Success. In this strategic role, you will lead a high-performing team, build strong customer relationships, and ensure long-term client retention. You will be responsible for developing scalable processes, delivering business reviews, and collaborating with cross-functional teams. The ideal candidate possesses strong leadership experience, a quantitative background, and expertise in customer success best practices. This role requires a commitment to customer happiness and problem-solving, along with the ability to work West Coast hours. LeanTaaS offers a competitive salary and a supportive work environment.

Requirements

• A strong commitment to customer success with a relentless focus on customer happiness, problem-solving, and retention
• Experience leading and developing high-performing teams, leveraging 8+ years of industry experience, including 5+ years in client-facing roles and 2+ years in progressive management
• Strong quantitative background (Bachelor's degree minimum, Master's preferred) to effectively manage data-driven products and drive software adoption
• Expertise in change management, performance optimization, and executive communication, including the ability to address escalated issues with C-level stakeholders
• Experience implementing and refining customer success best practices, fostering a culture of continuous improvement and excellence in service delivery
• Willingness and ability to support our West Coast customers and work West Coast hours

Responsibilities

• Lead and mentor a high-performing team, fostering a culture of customer delight and continuous improvement
• Have a passionate focus on customer outcomes, product adoption, and overall experience to achieve departmental and organizational goals
• Develop trusted relationships with customers, serving as a product subject matter expert both internally and externally
• Develop highly scalable processes for ongoing training and support ensuring new and existing employees can maximize the customer’s use of the product and adoption of new workflows
• Develop and deliver ongoing business reviews with key champions within the customer base highlighting the value of our product and team
• Collaborate with marketing to develop a repeatable and scalable case study process to share our client successes with the world
• Help product managers refine the iQueue for Inpatient Flow product suite improving AI features, automation capabilities, and data acquisition methods

Preferred Qualifications

• Clinical credentials
• A blog, article, or any published subject matter expertise writing is a plus

Benefits

$150,000 - $170,000 a year