Enterprise Customer Success Manager, Rad AI

• The ideal candidate has a proven track record of driving customer adoption, retention, and expansion within high-growth healthcare AI and SaaS companies
• Bachelor’s degree or above
• 3+ years of relevant customer success experience within a healthcare environment
• Excellent people/relationship management, coaching, and communication skills with the ability to influence others
• Strong project management and organizational skills to prioritize competing priorities, deliver outcomes on a timeline, and build out documentation
• Practical working knowledge of SaaS solutions, implementations, and technical concepts
• Eagerness to continuously learn, adapt, improve, and help others do so in a fast-paced, ever-changing environment
• Ability to build and maintain relationships with all functions and areas of the company to share in challenges and successes, and work collaboratively towards common goals
• Ability to work in the Western time zone

Desirable

• We are seeking an experienced and dynamic Customer Success Manager to join our small but growing team
• In this high-visibility role, you’ll deliver unmatched service and attention to our rapidly expanding customer base of radiology groups and hospital systems, helping drive success at the forefront of generative AI-driven healthcare innovation
• This role will be responsible for building strong executive relationships with customers,, demonstrating ROI and impact of our solution, fostering cross-functional collaboration to maximize customer value, positioning customers for upsell and cross-sell opportunities, and turning customers into enthusiastic advocates
• Serve as a trusted advisor to Rad AI’s customers through the entire post-implementation lifecycle including product adoption, value realization and renewal
• Develop and maintain customer relationships across our radiology partners. Proactively manage the customer relationships through regularly scheduled check-in meetings to determine product usage and customer feedback
• Hold Strategic Business Review meetings to secure renewals and generate growth opportunities
• Become the trusted partner for the customer on use cases and product functionality. Represent the voice of the customer to our Product and Machine Learning teams
• Ensure a smooth onboarding experience for new radiology partners by engaging and educating IT, executive leadership, and radiologists
• Help customers maximize the value of their Rad AI subscription by guiding them to adoption and expansion strategies tailored to their practice
• Monitor customer accounts to ensure fast response to customer queries and identify opportunities for continuous improvement
• Drive retention and growth among our customers by understanding their business needs and demonstrating Rad AI products’ value
• Take an active role in building out a world-class customer success organization that aims to exceed customer expectations with attentive, responsive, and knowledgeable service