Client Success Manager, Diligent Robotics

• Comfort in a fast-paced, ambiguous environment — you adapt when priorities change, operate without a finished playbook, and stay organized when several sites need you at once
• Data fluency — you work confidently in dashboards and spreadsheets, and know the difference between reporting a number and explaining what it means
• Executive presence — you can hold a room with hospital executives, tell a crisp story with data, and handle hard conversations directly
• Project management discipline — you scope, sequence, track, escalate, and follow through. Details don't get lost on your watch
• Ownership — you treat your territory's performance as your own result
• Creative problem-solving and conflict resolution — you find workable solutions inside real constraints, and handle escalations with sensitivity

Desirable

• The Client Success Manager owns the health, performance, and growth of a hospital or territory of hospital partners running Moxi robot fleets. You are both the executive relationship owner and the operator behind the numbers: you run leadership check-ins and quarterly business reviews, translate utilization data into a clear story about value delivered, and drive the projects that resolve issues and lift site performance
• Priorities shift, sites behave differently, and the playbook is still being written. The CSMs who thrive here make good decisions with incomplete information and move fast without losing rigor
• Serve as the trusted executive contact for each hospital — C-suite sponsors, nursing leadership, and operational stakeholders
• Lead recurring leadership check-ins and quarterly business reviews: set the agenda, build the deck, present performance against goals, and close with documented decisions, owners, and next steps
• Communicate Moxi's value in each stakeholder's terms — clinical hours returned, delivery volume, staff satisfaction, cost avoidance — continuously, not just at renewal
• Monitor utilization, adoption, and reliability data across your territory; know each site's baseline, trends, and outliers
• Diagnose why a site underperforms, run the intervention, and measure whether it worked
• Set and track site-level performance targets with partners, and report on progress honestly in every leadership conversation
• Surface cross-account patterns that should shape product priorities and playbooks
• Run a prioritized book of work per account — open issues, improvement projects, use case activations — with clear owners, dates, and status visible internally and to the client
• Drive issue resolution end to end: intake, triage, escalation, resolution, and closing the loop
• Coordinate operations, support, engineering, product, and growth to unblock sites, without direct authority over any of them
• Partner with clinical teams on staff training, workflow fit, and creative solutions that deliver measurable outcomes
• Discover, prioritize, and activate new use cases; maintain use case libraries and account action plans, aligned to new product releases
• Work with operations and growth to identify fleet expansion opportunities and supply the performance evidence that makes the case
• Manage client success operations across multiple hospitals in your territory, contribute to colleagues' development and the client success playbook, and drive outcomes that ladder up to company OKRs