Location: 100% Remote, but must live in the Eastern time zone. Travel 1-2 times per month is required, so living close to an airport is a must. Preferred locations include Florida, North Carolina, Ohio, Massachusetts, New Jersey, or New York.
Experience: 2–6 Years in Healthcare/HealthTech
Function: Customer Success, Clinical Workflow Integration, Implementation, User Adoption
The Role
We are an early-stage SaaS startup transforming how patients and doctors communicate around the challenges of a cancer diagnosis. With our product live across several early adopters and more onboarding soon, we''re looking for our first Customer Success lead. This is a critical founding role responsible for managing user onboarding, clinical training, and building a scalable success program from the ground up. You will work directly with clinical leadership, product, and engineering to ensure a white-glove experience for our customers.
Responsibilities
- Relationship Ownership: Manage the customer relationship end-to-end—lead onboarding, implement, and drive long-term product adoption.
- Program Building: Develop and refine the playbooks, technology tools, and training materials needed to scale our adoption process.
- Clinical Integration: Serve as the primary day-to-day lead for clinicians, administrators, and frontline users; assist partners in embedding our platform into EHR workflows.
- Product Advocacy: Represent customer needs in product roadmap discussions and coordinate the communication of new features and releases back to users.
- Training & Education: Conduct live and virtual training sessions for physicians, nurses, navigators, and administrative staff.
- Metrics & Strategy: Track site-level utilization, identify adoption gaps, and implement strategies to ensure customers extract maximum value.
- Implementation Management: Manage small implementation projects and new clinical content requests for pilots and expansions.
- Team Leadership: As the company grows, help interview, onboard, and ramp new CS hires while setting the standard for the function.
Skills & Experience
- Background: 2–6 years of experience in healthcare implementation, clinical education, customer success, or clinical operations.
- Education: Bachelor’s degree required; a clinical background is preferred.
- Clinical Fluency: Familiarity with clinical workflows across ambulatory specialty care, ideally within oncology.
- Communication: Exceptional relationship-building and presentation skills; ability to guide clinical teams through change with clarity and empathy.
- Organizational Skills: Proven ability to manage multiple implementations and diverse stakeholder relationships simultaneously.
- Startup Mindset: Ability to adapt quickly, operate with high agency, and bring positive energy to a fast-paced environment.
- Technical Proficiency: Comfort with CRM systems, collaboration tools (Teams/Zoom), and Microsoft Office.
- Travel: Willingness to travel for onsite implementations as needed.
What You Can Expect
- High Impact: A founding role influencing clinical education and workflow transformation in cancer care.
- Ownership: The opportunity to define the Customer Success function and own the implementation program.
- Culture: A mission-driven, remote-first work environment.
- Benefits: Competitive compensation and benefits package.
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