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About the role
Key responsibilities & impact- Serve as the primary client lead during implementation
- Conduct stakeholder interviews and align on workflows
- Maintain alignment with operational and executive stakeholders
- Provide progress updates, surface risks early, and coordinate through go-live and early adoption
- Oversee customer onboarding, including planning, configuration, testing, training, go-live, and support
- Create project plans, milestones, and risk-mitigation strategies
- Use KPIs such as time saved and turnaround reduction to demonstrate ROI and support customer expansion
- Upsell and cross-sell new products to established customers
- Develop scalable customer-success frameworks covering onboarding, training, support, and upsell
- Develop targeted customer-success materials, including role-based meeting templates
- Lead end-to-end deployments, ongoing customer-success initiatives, and onboarding for future products
- Partner with Sales, Product, Engineering, and Marketing
- Build scalable SOPs and playbooks and shape the partner experience
Requirements
What you’ll need- 5 to 7 years of experience in healthcare, including provider, payer, or healthcare technology environments
- 4+ years of experience leading healthcare IT or SaaS implementations with direct ownership of delivery
- Proven track record scaling complex, multi-stakeholder implementations and delivering quantifiable results
- Exposure to customer-support workflows and tools
- Previous startup experience preferred
- Cardiology or oncology experience preferred
- Ability to leverage metrics and insights to demonstrate customer ROI and identify account-growth opportunities
- Ability to translate complex insights into clear recommendations for executives, customers, and internal teams
- Ability to plan and manage projects end-to-end, set milestones, coordinate stakeholders, and mitigate risks
- Ability to thrive in a fast-paced startup environment and balance strategic leadership with practical problem-solving and customer support
Benefits
Comp & perks- Cutting-edge technology: Work directly with the latest advancements in AI and automation
- Ownership & growth: Significant opportunities for career advancement
- Collaborative team: Talented, passionate, and supportive team
- Flexible remote work
- Meaningful equity
- Comprehensive health insurance
- Competitive compensation