Customer Success Manager

Mednition; Burlingame (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Mednition seeks a relationship-focused Customer Success Manager to strengthen partnerships with hospital clinical teams and executives, translating clinical impact into strategic value.

You will monitor adoption, translate insights into actionable reports, and collaborate across Sales, Marketing, Clinical, Product, and Engineering to ensure a seamless customer experience.

Qualifications

• Clearly defined CS strategy and playbooks to meet business objectives.
• Excellent communication bridges customers and internal teams.
• Strong analytical mindset to translate data into client value.
• Keeps up with healthcare tech trends and competitive landscape.
• Thrives in fast-paced environment and manages multiple priorities.
• Customer-centric business perspective to drive client outcomes.

Responsibilities

• Be the face of Mednition to customers and build trust with clinical teams.
• Manage and grow a thriving user community and act as Voice of the Customer.
• Translate impact to executive leadership with high-level value demonstrations.
• Translate VoC into prioritized product and engineering requirements.
• Monitor site-level adoption metrics and drive customer partnerships.
• Oversee CS operations, CRM data integrity, and related tooling.

Skills

Outcomes Driven

Communication

Analytical Thinking

Industry Knowledge

Adaptability

Business Acumen

Education

Bachelor's degree in Business/Healthcare

RN preferred

Tools

Salesforce

Looker Studio

Google Sheets

Job description

At Mednition, Customer Success is about building partnership and trust. We are looking for a relationship-focused Customer Success Manager who is passionate about improving clinical, operational, and financial outcomes.

Your mission is to be the face of Mednition to our customers. You will build deep roots within hospital clinical teams, manage a thriving user community, and "translate" impact to executive leadership. While your primary focus is human-centric, you are also technically curious and can dive into data to uncover insights that prove our value.

Key Responsibilities:

1. Customer Success & Community Management

• Relationship Orchestration: Serve as a trusted advisor to clinical and operational teams, building deep rapport through transparency and expertise.
• Community Building: Manage and nurture our user community, acting as the primary advocate for the "Voice of the Customer" within Mednition.
• Executive Engagement: Ensure stakeholder satisfaction and engagement by effectively communicating technical achievements as high-level executive value.

2. Data Insights & Support

• Insight Translation: Leverage internal data tools to identify trends, successes, and areas for improvement, then structure these insights into clear, actionable reports for clients.
• Voice of Customer (VoC): Systematically gather feedback and identify challenges experienced by healthcare clients, and translate these insights into prioritized requirements for the Product and Engineering teams.
• Adoption Tracking: Monitor and drive site-level success metrics to cultivate stronger, more valuable customer partnerships.

3. Customer Success Operations & Infrastructure

• Operational Excellence: Manage the operational framework for the Customer Success department, including overseeing CRM (Salesforce), Google Sheets, and/or Looker Studio, while maintaining the accuracy and integrity of all customer data.
• Content Creation: Contribute to the development of the "Success Infrastructure" through the creation of case studies, performance collateral, and training materials that effectively demonstrate our clinical impact.
• Cross-Functional Bridge: Serve as the liaison among the Sales, Marketing, Clinical, Product, and Engineering teams to ensure a continuous and positive customer experience.

Qualifications & Skills:

• Outcomes Driven: Strong strategic mindset and the ability to develop and execute effective Customer Success plans to achieve business objectives.
• Communication: Excellent communication and interpersonal skills with the ability to build rapport and establish collaborative relationships with customers and internal stakeholders.
• Analytical Thinking: Strong analytical and problem-solving abilities to identify and address customer needs effectively.
• Industry Knowledge: Stay informed about industry trends, emerging technologies, and the competitive landscape to provide valuable insights and recommendations to both internal teams and customers.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Business Acumen: Strong business acumen with a customer-centric mindset

Required Education and Experience

• Bachelor's degree in Business, Healthcare, or a related field.
• EHR expertise (Epic or Cerner) & Clinical Analytics
• Experience working with AI technologies, understanding their applications, and the ability to effectively communicate their value to customers is highly desirable.
• Experience in conducting and showcasing research related to clinical, financial, and operational outcomes.

Preferred Experience

• Registered Nurse with experience in an Emergency Department setting
• Ability to travel to meet customer needs and strengthen relationships.
• Proficient in utilizing customer relationship management (CRM) software, data analytics platforms, and other essential tools.

Physical & Other Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to travel to hospital sites to assist in training, education, and build face-to-face rapport with teams.
• Must be able to lift 15 pounds at times.
• Does not now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)