We are looking for a highly organized, analytical, and client-focused Customer Success & Client Operations Lead to manage and strengthen relationships with healthcare organizations using our product. This role combines customer success, account management, product coordination,
onboarding, documentation, training, and operational improvement.
The ideal candidate is a fast learner who can quickly understand a new technology product and its industry, communicate confidently with clients, organize a high volume of information, identify patterns and recurring issues, and turn customer needs into clear actions for internal teams.

Key Responsibilities
Client Relationship Management
• Act as a primary point of contact for assigned clients and build trusted, professional
relationships.
• Understand client goals, challenges, workflows, and priorities and ensure clear follow-through.
• Communicate product updates, next steps, resolutions, and expectations clearly and proactively.
• Monitor client satisfaction and identify accounts requiring additional attention.
Customer Success & Account Management
• Manage a portfolio of client accounts, prioritizing work according to client tier, satisfaction, business impact, and issue severity.
• Use client health indicators and account information to identify risks, opportunities, and areas for improvement.
• Coordinate escalations and ensure issues move efficiently through the appropriate internal teams.
• Focus on adoption, value realization, retention, and long-term client success.
Product & Technical Coordination
• Develop a deep working knowledge of the product and related platforms, and relevant workflows.
• Translate client questions, feedback, and enhancement requests into clear requirements for product and technical teams.
• Identify recurring customer issues and patterns that may indicate need for process improvement 

• Coordinate with internal teams to track product-related issues and enhancements through
resolution.
Documentation & Process Improvement
• Create and maintain client account documentation, onboarding materials, training resources,
FAQs, and internal procedures.
• Standardize repeatable workflows and improve the way information is captured, shared, and
maintained.
• Identify operational bottlenecks and recommend practical improvements to customer success
processes.
• Help build scalable systems so that customer success does not depend on individual
knowledge or manual follow-up.
Reporting & Insights
• Support analysis of customer and product usage data to identify adoption gaps and
opportunities.
• Review activity and performance information and surface meaningful trends for leadership and
clients.
• Help turn data and customer feedback into actionable recommendations. 

Ideal Candidate Profile
• Highly organized and exceptionally strong at follow-up and documentation.
• Fast learner who can understand a complex product and unfamiliar healthcare industry quickly.
• Highly coachable, intellectually curious, and comfortable asking questions.
• Excellent written and verbal communication skills, with confidence speaking directly with
clients.
• Empathetic and able to understand a client's perspective while maintaining professional
boundaries and priorities.
• Strong problem-solving and prioritization skills; able to distinguish urgent issues from important
but non-urgent requests.
• Comfortable working across customer success, product, technical, and business teams.
• Proactive: identifies problems, proposes solutions, and follows them through rather than waiting

• Comfortable working in a fast-moving SaaS/startup environment where processes are still
evolving.
• Able to learn software tools and systems quickly and maintain accurate records.
Preferred Background
Experience in product management, customer success, account management, implementation,
project coordination, operations, healthcare technology, SaaS, or a similar client-facing environment is preferred