Senior Customer Success Manager

Summary

Join Agathos, a Series A health analytics startup, as a Customer Success Manager. You will leverage your expertise in working with physicians and medical directors, along with your understanding of healthcare operations and Epic EHR systems. This pivotal role focuses on driving product adoption, ensuring customer value, and managing key relationships. You will be responsible for leading data discussions, executing onboarding programs, and monitoring user engagement. Success in this position hinges on achieving high medical director satisfaction and user adoption rates. Agathos offers a collaborative environment with a team of physicians, data scientists, and health technologists. The company is committed to work-life balance and encourages applications from diverse backgrounds.

Requirements

• 5+ years of experience in healthcare customer success or related field
• Proven track record of working directly with physicians and medical directors in large health systems
• Demonstrated experience with Epic EHR systems and healthcare data analysis
• Strong analytical skills with the ability to interpret clinical data and translate it into actionable strategies
• Excellent communication and interpersonal skills, with a proven ability to build relationships with clinical stakeholders

Responsibilities

• Develop and maintain strong relationships with medical directors and physician users at health systems
• Drive product adoption strategy and execution to ensure successful value realization
• Lead regular data discussions and feedback sessions with medical directors at the client, module, and regional levels
• Serve as a key liaison between medical directors/physician users and internal teams
• Manage medical director monthly meetings and prepare associated data discussion materials
• Execute medical director and user onboarding programs
• Monitor user engagement metrics and develop strategies to increase adoption
• Conduct user feedback interviews and coordinate appropriate responses
• Prepare and deliver monthly data reviews and health assessments
• Collaborate with internal teams to maintain efficient operations and drive clinical improvements
• Analyze clinical data and user feedback to inform tactical adjustments and provide actionable insights
• Accountable for medical director satisfaction and engagement metrics
• Ensure successful user adoption and ongoing value realization
• Drive toward "green" satisfaction status among medical directors responsible for users
• Maintain high user engagement and satisfaction levels
• Adherence to the stipulations in the Agathos Acceptable Use Policy
• Annual review all relevant policies and procedures
• Adherence to all Agathos Information Security policies and procedures

Preferred Qualifications

US work authorization required

Benefits

• Regular office happy hours and quarterly retreats
• Committed to diversity of lifestyles and to supporting work-life balance