LeanTaaS

Design and execute customer success strategies, build stakeholder relationships, oversee onboarding, and collaborate with product teams to improve client experience. | 5+ years in client/customer success roles in healthcare SaaS or health tech, excellent communication skills, experience scaling success programs, and proficiency with CRM and data tools. | We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world. Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office. LeanTaaS recently launched iQueue for Surgical Clinics, the industry’s first end-to-end surgical coordination platform from the clinic’s front door to the hospital’s operating rooms. We are seeking a talented Client Success Manager to design, lead, and execute our customer success strategies as we continue to scale. You will initially operate as a team of two, directly supporting our healthcare SaaS clients and learning the intricacies of our product and customer base. As you master the role, you will take on the responsibility of building and leading a growing client success team. This role will also require flexibility to assist our implementation team when they need additional help. This is a unique opportunity to shape the customer success function for a rapidly growing company, working closely with our leadership, Product, and Development teams to ensure a best-in-class customer experience. WHAT YOU'LL DO • Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS clients • 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 clients and internal staff • Conduct regular business reviews with clients 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 WHAT YOU'LL BRING • Bachelor's degree in health sciences, engineering, business administration or equivalent years of related work experience • 5+ years of professional experience in a client/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 BONUS POINT IF YOU HAVE • 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 WHAT YOU'LL GET • Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives! • 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 Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position. LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to accommodations@leantaas.com. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law. Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.

Lead customer implementations, optimize workflows, and build long-term client relationships in healthcare settings. | Requires clinical nursing experience, healthcare operations background, and client-facing roles, which are not reflected in your resume. | We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world. Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an Join our Client Services Team, where we partner with hospitals to make a real impact on patient care by improving bed allocation and streamlining the patient journey. We’re focused on driving meaningful change that boosts efficiency, ensuring patients get the right care at the right time without unnecessary delays. In this role, you will serve as the main point of contact for a portfolio of customers, ensuring they successfully utilize our platform to achieve their business goals and improve core metrics. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board! WHAT YOU'LL DO • Lead customer implementations of our products through workflow discovery, workflow design, and change management, introducing supplemental workflows that extend existing implementations to deliver incremental impact and value at go-live • Help customers prioritize and design new workflows while optimizing existing workflows • Work with the client services team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used • Monitor usage data (within the product) and proactively reach out to your customers to encourage deeper product engagement, validate that the product is working well, and operational outcomes are being recognized • Design and execute ongoing training programs to support product feature adoption and evolving customer workflows • Ensure support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution • Build long-term relationships with key stakeholders across your customer portfolio by defining success metrics, track progress, and ensure ROI • Manage account program plans to ensure an organized approach across all customer activity while driving prioritized efforts and removing barriers to stay on schedule • Conduct regular business reviews with executive leadership to assess progress toward goals, gather feedback, and identify opportunities for expanding platform value • Support cross functional success by surfacing customer feedback to influence roadmap decisions, produce case studies with marketing, and promote user community sessions WHAT YOU'LL BRING • Bachelor of Science in Nursing (BSN) or equivalent clinical nursing education and experience; active Registered Nurse (RN) license required • 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 • Healthcare background in operations management or patient flow • 3+ years of experience working on healthcare products / working with hospitals • 2+ years of professional experience in a client - or customer-facing role such as management consulting, implementation management, or customer success • Excellent strategic and organizational agility • Analytical thinking, exceptional communication and presentation skills • Willingness to travel 25-50% of the time BONUS POINT IF YOU HAVE • Graduate degree from one of the following programs: MHA, MPH, MHSA, MBA. or an MS, MSN with a focus in health informatics • Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA WHAT YOU'LL GET • Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives! • 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 Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position. LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to accommodations@leantaas.com. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law. Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.