Customer Success Manager, iQueue for Inpatient Flow

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

Join our Customer Success team, where we partner with hospitals to make a real impact on patient care by improving bed allocation and streamlining the patient journey. We’re focused on driving meaningful change that boosts efficiency, ensuring patients get the right care at the right time without unnecessary delays.

In this role, you will serve as the main point of contact for a portfolio of customers, ensuring they successfully utilize our platform to achieve their business goals and improve core metrics. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board!

• Lead customer implementations of our products through workflow discovery, workflow design, and change management, introducing supplemental workflows that extend existing implementations to deliver incremental impact and value at go-live

• Help customers prioritize and design new workflows while optimizing existing workflows

• Work with the Customer Success team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used

• Monitor usage data (within the product) and proactively reach out to your customers to encourage deeper product engagement, validate that the product is working well, and operational outcomes are being recognized  

• Design and execute ongoing training programs to support product feature adoption and evolving customer workflows

• Ensure support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution

• Build long-term relationships with key stakeholders across your customer portfolio by defining success metrics, track progress, and ensure ROI

• Manage account program plans to ensure an organized approach across all customer activity while driving prioritized efforts and removing barriers to stay on schedule

• Conduct regular business reviews with executive leadership to assess progress toward goals, gather feedback, and identify opportunities for expanding platform value

• Support cross functional success by surfacing customer feedback to influence roadmap decisions, produce case studies with marketing, and promote user community sessions

• Bachelor's degree or equivalent years of related experience
• A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful
• Healthcare background in operations management or patient flow
• 3+ years of experience working on healthcare products / working with hospitals
• 2+ years of professional experience in a client - or customer-facing role such as management consulting, implementation management, or customer success
• Excellent strategic and organizational agility
• Analytical thinking, strong communication and presentation skills
• Willingness to travel 25-50% of the time

• Graduate degree from one of the following programs: MHA, MPH, MHSA, MBA, MS, or MSN with a focus in health informatics 
• Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA

• Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
• Competitive compensation package that includes base salary, target bonus, and stock options
• 401(k) Match
• Comprehensive healthcare benefits
• Generous Paid Time Off and Parental Leave
• Monthly reimbursement for Skill Building 
• Monthly reimbursement for Wellness, Transportation, and/or Home Office
• Education Reimbursement for select courses/programs

Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to accommodations@leantaas.com. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.