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 operating Moxi robot fleets. This field-based role combines executive relationship ownership with operational performance management. The CSM 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 role calls for sound decisions with incomplete information, adaptability as priorities change, and rigorous execution in an evolving environment. The CSM manages client success operations across multiple hospitals, owns account action plans and prioritized work, and coordinates operations, support, engineering, product, and growth teams to improve outcomes. The role also supports staff training, workflow fit, new use-case activation, and fleet expansion opportunities. Travel is approximately 75%, and candidates near a major airport are preferred.

Requirements

Comfort working in a fast-paced, ambiguous environment, adapting to changing priorities, operating without a finished playbook, and staying organized across multiple sites.
Data fluency, including confidence working in dashboards and spreadsheets and explaining what data means.
Executive presence, including the ability to present a concise 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.
Creative problem-solving and conflict-resolution skills, including handling escalations sensitively.

Nice To Haves

Client-facing account management, customer success, or consulting experience.
A 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 using 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 leaders, and operational stakeholders.
Lead recurring leadership check-ins and quarterly business reviews, including setting agendas, preparing presentations, presenting performance against goals, and documenting decisions, owners, and next steps.
Communicate Moxi’s value in terms relevant to stakeholders, 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 underperformance, lead interventions, and measure their results.
Set and track site-level performance targets with partners and report progress honestly.
Identify cross-account patterns that can inform product priorities and playbooks.
Manage a prioritized account 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, contribute to colleagues’ development and the client success playbook, and drive outcomes aligned with company OKRs.