Manager, Customer Success - iQueue for Inpatient Flow

1 month ago
Full-time
Senior
Customer and Technical Support
LeanTaaS

LeanTaaS

LeanTaaS provides AI-driven software solutions for healthcare organizations, optimizing capacity and operations with predictive analytics and machine learning to enhance patient access, reduce wait times, and cut healthcare costs.

IT Services
251-1K
$238M raised

Description

  • Lead, manage, and develop a high-performing customer success team with a customer-centric, accountable, and continuous-improvement culture.
  • Own customer optimization efforts, including workflow discovery, solution design, change management, and support through go-live.
  • Drive customer outcomes, product adoption, and overall customer experience in alignment with departmental and organizational goals.
  • Partner with customers to prioritize, design, and optimize workflows for both new and existing processes.
  • Build and maintain trusted relationships with customer stakeholders and serve as a product subject matter expert internally and externally.
  • Monitor product usage and performance data to identify adoption gaps, validate outcomes, and engage customers proactively.
  • Design, scale, and execute training and enablement programs for customers and internal teams.
  • Establish and continuously improve scalable implementation, training, and support processes, including documentation and collateral.
  • Own account program plans, track progress against success metrics, and remove barriers to keep initiatives on track.
  • Lead regular business reviews with customer champions and executive stakeholders and translate customer feedback into product and marketing action.

Requirements

  • Bachelor’s degree or equivalent years of related experience.
  • 8+ years of professional experience.
  • 5+ years of experience in customer-facing roles such as consulting, customer success, or implementation.
  • 2+ years of people management experience.
  • Healthcare experience in operations management, patient flow, or a related clinical/operational environment.
  • Experience leading and developing high-performing teams in a fast-paced, customer-focused environment.
  • Experience working with healthcare technology products and partnering directly with hospitals or health systems.
  • Strong analytical and quantitative skills with the ability to interpret data and drive insights.
  • Excellent strategic thinking, organizational agility, and ability to manage multiple priorities effectively.
  • Strong communication and presentation skills, including experience influencing executive and C-level stakeholders.
  • Demonstrated expertise in change management, performance optimization, and resolving complex or escalated customer issues.
  • Experience building and refining scalable customer success processes and best practices.
  • Willingness and ability to work PST/MST hours to support customers in those time zones.
  • Willingness to travel 25–50% as needed.
  • Preferred: Active RN license.
  • Preferred: Graduate degree such as MHA, MPH, MHSA, MBA, MS, or MSN with a focus in health informatics.
  • Preferred: Lean or Six Sigma training using models like A3, DMAIC, or PDCA.
  • Preferred: Published subject matter expertise such as a blog or article.

Benefits

  • Competitive compensation package with 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 expenses.
  • Education reimbursement for select courses and programs.
  • Remote work opportunity with office options in Santa Clara, CA and Charlotte, NC.

Interested in this position?

Apply directly on the company website

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