Account Manager (Customer Outcomes Specialist)

Scarlet; New York (NY); On-site; USD 110,000 - 150,000; Full time

Job summary

Scarlet in New York City is seeking an Account Manager (Customer Outcomes Specialist) to join as a founding US team member. You will own customer relationships from onboarding through expansion, guiding projects and ensuring customers achieve their goals with clear, proactive communication.

You'll work with ambitious medical technology companies and help them bring safe devices to patients sooner. The role is full-time and in-office in NYC, with initial onboarding in London to align with the

Qualifications

• You've owned complex customer relationships in B2B environments for 3+ years, preferably within health tech or a regulated industry.
• Bias for action: you are the go-to person in critical moments and inform smarter bets.
• Strong project management skills; you connect dots, identify risks early, and keep multiple workstreams on track.
• Insatiable curiosity and comfort in a fast-paced, innovative environment with quick iteration.
• Excellent verbal and written communication, MECE-aligned and effective in asynchronous work.

Responsibilities

• Build long-term, trust-based relationships with forward-thinking health-tech companies.
• Serve as the central point of accountability for customers, ensuring outcomes and clear communication.
• Capture and surface customer needs to keep internal teams aligned throughout the journey.
• Spot friction early and remove it, from process confusion to scope drift.
• Own key moments from onboarding to expansion, keeping customers focused and confident.

Skills

B2B account management

Project management

Strategic thinking

Curiosity & adaptability

Communication (MECE)

Job description

We pull medical technology from the future to solve human health.

Scarlet is authorised to assess and certify medical devices. We combine clinical, technical and regulatory expertise with AI agents and software so rigorous certification can keep pace with product development at the world's most ambitious technology companies, without lowering the safety bar.

Our customers have cut a year or more from their certification timelines for new AI-enabled medical devices and shortened product-update cycles from months to weeks. You'll join a team building the infrastructure that makes these outcomes repeatable at scale.

About the role

As an Account Manager (Customer Outcomes Specialist) at Scarlet, you will be one of the founding US members of that team. You will own customer relationships from onboarding through expansion. You will keep complex projects on track, remove friction, and ensure customers achieve their goals. You will work day-to-day with ambitious medical technology companies and help them deliver safe devices to patients sooner.

We already have customers in the US and are opening an office in New York City to grow our presence. This is a full-time, in-office role, and you'll spend your first weeks onboarding with the team in London.

Responsibilities

• Build long-term, trust-based relationships with forward-thinking companies in health tech

• Act as the central point of accountability for customers, ensuring the right outcomes, at the right time, with clear communication throughout.

• Listen closely, capture what matters, and surface it, so internal teams stay aligned with what customers value (and that, they don't) throughout the journey.

• Spot friction early and eliminate it - whether it is process confusion, scope drift, or quiet frustrations.

• Own every key moment - from onboarding to expansion - keeping customers focused and confident, even when the path is complex.

Required qualifications

• You've owned complex customer relationships in B2B environments for 3+ years, preferably within the health tech industry and/or a regulated industry.

• You operate with a bias for action. Customers turn to you in critical moments, and internal teams count on your signal to make smart bets.

• You have strong project management skills. You connect dots, see risks early and keep multiple workstreams on track without breaking a sweat.

• You have an insatiable curiosity and thrive in a fast-paced and innovative environment, eager to think creatively and iterate quickly.

• Your verbal and written communication skills are exemplary, aligned with MECE principles and adapted to an asynchronous work environment.

The Interview Process

1. Intro call with Aarzoo (30 mins)

2. Round 1: CX team interviews: Rachel (60 min), Steven (30 min)

3. Round 2: Founder interviews: James and Jamie (2x20 min)

4. Offer & references