Client Success Manager

Diligent Robotics•Chicago, IL

About The Position

The Client Success Manager owns the health, performance, and growth of a hospital or territory of hospital partners running Moxi robot fleets. This field-based role combines executive relationship ownership with operational responsibility for performance. The manager leads leadership check-ins and quarterly business reviews, translates utilization data into a clear account of value delivered, and drives projects that resolve issues and improve site performance. The environment is fast-paced and ambiguous, with shifting priorities and site-specific needs; successful candidates make sound decisions with incomplete information while maintaining rigor. The role serves as a trusted executive contact for hospital C-suite sponsors, nursing leaders, and operational stakeholders. It monitors utilization, adoption, and reliability across the territory; diagnoses underperformance; runs and measures interventions; and tracks site-level goals. The manager coordinates operations, support, engineering, product, and growth teams to address issues and improve outcomes, while partnering with clinical teams on training and workflow fit. The position also identifies new use cases and fleet expansion opportunities, maintains account plans and use-case libraries, and contributes to client success operations, colleagues' development, and the client success playbook.

Requirements

Ability to adapt to changing priorities and work effectively in a fast-paced, ambiguous environment without a finished playbook.
Strong organization while managing the needs of multiple sites.
Data fluency, including confidence working with dashboards and spreadsheets and interpreting what the data means.
Executive presence and ability to present a clear, data-based narrative to hospital executives and handle difficult conversations directly.
Project management discipline, including scoping, sequencing, tracking, escalating, and following through.
Ownership of territory performance and outcomes.
Creative problem-solving and conflict-resolution skills, including sensitivity when handling escalations.

Nice To Haves

Client-facing account management, customer success, or consulting experience.
Track record of owning customer performance metrics and improving them.
Experience running executive business reviews and leadership check-ins.
Cross-functional project management experience.
Comfort with dashboards, spreadsheets, or BI tools for analysis and reporting.
Hospital or healthcare operations experience.
Experience with a hardware, robotics, or deployed-technology product.

Responsibilities

Own executive relationships with hospital C-suite sponsors, nursing leadership, and operational stakeholders.
Lead recurring leadership check-ins and quarterly business reviews, including setting agendas, preparing and presenting performance materials, and documenting decisions, owners, and next steps.
Communicate Moxi's value in stakeholder-relevant terms, such as clinical hours returned, delivery volume, staff satisfaction, and cost avoidance.
Monitor utilization, adoption, and reliability data across the territory; understand site baselines, trends, and outliers.
Diagnose site underperformance, run interventions, and measure their effectiveness.
Set and track site-level performance targets with partners and report progress honestly.
Identify cross-account patterns that should inform product priorities and playbooks.
Manage a prioritized account-level work plan covering open issues, improvement projects, and use-case activations, with clear owners, dates, and status.
Drive issue resolution end to end, from intake and triage through escalation, resolution, and follow-up.
Coordinate operations, support, engineering, product, and growth teams to unblock sites without direct authority over those teams.
Partner with clinical teams on staff training, workflow fit, and solutions that deliver measurable outcomes.
Discover, prioritize, and activate new use cases; maintain use-case libraries and account action plans aligned with product releases.
Work with operations and growth to identify fleet expansion opportunities and provide performance evidence to support them.
Manage client success operations across multiple hospitals in the territory.
Contribute to colleagues' development, the client success playbook, and company OKRs.