Customer Success Manager - Healthcare SaaS

Regard; Boston (MA); Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Equity

Annual performance bonus

Health benefits (medical/dental/vision

One Medical subscription

18 PTO days/yr + 1 week holiday

Health & wellness budget

Team retreat + social events

Sabbatical program

Job summary

Regard is seeking a Customer Success Manager to own the full customer journey from integration and onboarding through renewal and expansion. You will foster relationships with executive stakeholders, deliver QBR analyses, and identify opportunities for account growth while collaborating with implementation, sales, marketing, training, product, and technical teams for a world-class client experience.

This role requires recent experience with clinical leaders in acute care and Epic or Cerner EHR

Qualifications

• 3+ years professional experience in healthcare customer success.
• Experience with inpatient Epic or Cerner EHR integrations in the past 2 years.
• Strong ability to lead meetings with healthcare client stakeholders and leadership.
• Proven track record of forming long-term business partnerships.

Responsibilities

• Oversee and manage the full customer lifecycle from technical integration to renewal and expansion.
• Establish retention goals and renewal milestones for the Regard team.
• Build relationships with client leadership to promote product value.
• Review customer feedback and improve the customer experience.
• Lead project progress tracking across internal teams and client stakeholders.
• Maintain understanding of Regard products and assist customers with questions.

Skills

Healthcare CS

Excel analytics

Stakeholder management

Communication

Tools

Epic EHR

Cerner EHR

Job description

• Excellent written and verbal communication

As a Customer Success Manager at Regard, you will own the full customer journey from integration and onboarding, to renewal and expansion. You will be accountable for the overall health of the account by fostering relationships across key client stakeholders, producing and delivering impact analyses for Quarterly Business Reviews (QBRs), and identifying opportunities for account growth and expansion. This role will report to the Director of Customer Success, and will work closely with implementation, sales, marketing, training, product and technical teams to ensure a world-class client experience.

This role requires recent experience working with clinical leaders in the acute care setting as well as experience with Epic or Cerner EHR integrations.

About Regard

Regard's mission is to bring world-class healthcare to everyone. Our technology reasons through a patient's entire medical record to recommend diagnoses that would otherwise be missed, in real time at the point of care, during chart review, and in population-wide screening to identify patients who qualify for lifesaving treatment.

We work alongside some of the top health systems in the country to lead the change this industry needs. We're excited by challenges, mission-oriented work, and meaningful relationships. We want you to join us.

Responsibilities

• Oversee and manage the full customer lifecycle from technical integration, to implementation and user training, to renewal and expansion
• Establish clear retention goals and renewal milestones for the client Regard team to work toward
• Build and foster relationships with client leadership to position them as product promoters and champions so they can share the product's benefit and value across users and stakeholders
• Review and monitor customer user feedback and concerns and seek to improve all aspects of the customer experience
• Lead project progress tracking across internal development teams and client stakeholders to ensure timely and effective delivery
• Maintain a detailed understanding of Regard products and services, assist customers with questions and suggest the best solution for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

Minimum Qualifications

• 3+ years professional experience in healthcare customer success
• Experience working with the acute care setting within the past 2 years
• Experience with inpatient Epic or Cerner EHR integrations in the past 2 years
• Expert in leading meetings with healthcare client stakeholders and leadership at large and complex health systems, including experience working with clinical leaders in an acute care hospital setting
• Strong proficiency in Excel, analytics, and modeling
• Track record of fostering productive, long-term business partnerships
• Must be based in MT, CT, or ET time zones, located within 50 miles of a major airport
• Willing to travel to client sites as needed (up to 30%)

Preferred Qualifications

• Experience with clinical informatics
• Ability to respectfully debate ideas, take pragmatic approaches, and work hard to accomplish goals with your team
• Excellent written and verbal communication
• Passionate about learning, improving, and helping your team do the same
• Excited about working with a nimble, small team in a dynamic startup environment
• Experience in healthcare project management
• Comfortable working with AI tools

Location | Work Authorization

• For this role, Regard is currently only considering candidates who are authorized to work in the US without visa sponsorship
• For those who enjoy working from our Manhattan office on a more regular basis, we offer catered lunches and other fun perks
• Additionally, hybrid employees have the flexibility to work from locations outside of their home office from up to 6 weeks per year

Comp | Perks | Benefits

• Eligible for equity
• Eligible for an annual performance bonus, contingent upon the company achieving ARR targets
• 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription
• 18 PTO days/yr + 1 week holiday break
• Monthly health & wellness budget
• Company-sponsored team retreat + social events
• A sabbatical program

Our goal at Regard is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. Regard is proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. We celebrate diversity and are proud of our supportive, inclusive workplace.

All candidates must successfully complete a background check as part of the hiring process.

Compensation Range: $120K - $140K