[Remote] Customer Success Manager, iQueue for Surgical Clinics

Note: The job is a remote job and is open to candidates in USA. LeanTaaS is a growth stage company that creates software solutions for healthcare operations. They are seeking a Customer Success Manager to design and implement customer success strategies, build relationships with stakeholders, and ensure a best-in-class customer experience for their healthcare SaaS products.

Responsibilities

• Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS customers
• Build strong, long-term relationships with key stakeholders across your customer portfolio by defining KPIs and success metrics to track progress, satisfaction and ensure ROI
• Act as the primary escalation point for high-level customer inquiries, ensuring prompt and effective resolution
• 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 customers and internal staff
• Conduct regular business reviews with customers to assess success metrics and identify growth opportunities
• 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
• Help grow the Customer Success Surgical Clinics team by participating in hiring, mentoring, and establishing team processes

Skills

• Bachelor's degree in health sciences, engineering, business administration or equivalent years of related work experience
• 5+ years of professional experience in a customer success, account management, or related roles at a high-growth healthcare SaaS or health tech company
• A maniacal obsession with customer happiness, success, and retention. You're the type of person who will move mountains to solve problems and make people successful
• Proven experience designing and scaling customer success programs
• Exceptional communication and presentation skills. Ability to convey complex concepts clearly to non-technical audiences, influence stakeholders at all levels, and drive alignment in ambiguous situations
• 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
• Ability to champion and drive process improvements
• Ability and willingness to travel 25-50% of the time
• Previous experience working in a startup or high-growth environment
• Experience in enterprise healthcare
• Experience with general software implementation processes
• Familiarity with the unique challenges of healthcare workflows and patient care coordination
• Knowledge of HIPAA compliance and healthcare regulatory requirements
• Strong familiarity with project management tools and best practices
• Certifications in customer success, project management, or related fields (e.g., PMP, CSM, or CCSM)
• Experience growing and mentoring teams
• Basic knowledge of JavaScript, HTML, and/or CSS

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

Company Overview

• LeanTaaS is a software company that uses advanced data science to significantly improve the operational performance of hospitals and clinics It was founded in 2010, and is headquartered in Santa Clara, California, USA, with a workforce of 201-500 employees. Its website is https://leantaas.com/.

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