Customer Success Manager

You own a portfolio of live labs. An Implementation Manager gets each lab live and hands it to you about 30 days after go-live, once it is stable. From that point the account is yours, you manage the relationship, the renewal, the escalations, and the day-to-day.

This is not a check-in job. You should know your labs well enough to see problems before they surface: a workflow that isn’t being used, a director who has gone quiet, a support pattern that signals something structurally wrong. You are also the person who decides what is worth building for a customer and what isn’t, and who tells them no.

You will carry 10-15 accounts and report to the Director of Operations.

What You’ll Own

The relationship

• Serve as the primary contact for your labs after handoff from Implementation, working with lab directors, operations managers, and technical staff.
• Run a regular cadence appropriate to the account: business reviews for your largest labs, a lighter touch for the rest.
• Know each lab’s workflow, test menu, and interfaces well enough to have a useful conversation without pulling in an engineer.
• Take a clean handoff from the Implementation Manager and hold them to it, including open items, workarounds, and context.

Escalations

• Own customer escalations from first report to resolution, including telling the customer what is actually happening and when it will be fixed.
• Set expectations you can keep. A realistic date the customer doesn’t like beats an optimistic one you miss.

Managing internal demand

• Translate customer requests into clear requirements with the business analysts who write them up for the development team.
• Filter and prioritize. Not every request can be met right away, and part of your job is making that call rather than passing everything through.
• Watch how much engineering and support time each lab consumes, and flag accounts where the pattern isn’t sustainable. Keep account records current so anyone can pick up the account cold.

What We’re Looking For

• 3+ years in Customer Success, Account Management or a similar customer-facing role in B2B software.
• You can explain technical concepts clearly to people who are not technical, and hold your own in a conversation with people who are.
• Comfortable managing multiple accounts with competing priorities without dropping things.
• You stay calm when a customer is upset, and you don’t over-promise to make a hard conversation easier.
• Willing to say no and explain why. Being liked is not the same as being trusted.

Nice to Have

• Experience with EMR, LIS, RCM or other healthcare software.
• Experience working in or with a clinical laboratory.
• Familiarity with HL7, ASTM, FHIR or instrument interfacing.

How We’ll Measure Success

• You have the trust of the customer and escalations are resolved without leadership being pulled in.
• Engineering and support hours per account trending down as you get closer to your labs.
• Issues are surfaced early, not discovered late.

Why This Role

Customer Success is being rebuilt from the ground up. Coverage models, playbooks and metrics are being defined now, and you will help set them rather than inherit them.