Customer Success Associate
About The Position
The Customer Success Associate is a centralized resource that helps Rad AI’s Customer Success team move quickly and scale. The role owns core account maintenance duties and supports Customer Success Managers (CSMs), allowing them to focus on in-depth client relationship building. The associate gains hands-on expertise across customer success and Rad AI’s internal tools, with a stated path into Customer Success, Technical Support, Sales, or Implementation. The role involves owning a portfolio of accounts, managing technical account transitions, monitoring feedback and account signals, coordinating support escalations, preparing analytics and ROI data, and maintaining CRM records. The associate also identifies recurring issues and recommends process improvements to help build a responsive, knowledgeable customer success organization. Rad AI develops AI-driven solutions for radiology, with the aim of saving physicians time, reducing burnout, and improving patient care. The company describes its culture as mission-driven, inclusive, transparent, and collaborative.
Requirements
- Bachelor’s degree or above.
- At least 3 years of experience in implementation, support, operations, or a related role.
- Strong data analytics skills and the ability to translate data into actionable insights and tell a compelling story.
- Technology proficiency and hands-on experience with Microsoft Suite, Zendesk, Linear, and CRM systems such as HubSpot.
- A strong track record of using AI tools such as Claude or ChatGPT to improve productivity and efficiency.
- Strong project management, organizational, and communication skills, including the ability to manage competing priorities and deliver outcomes on a timeline.
- Eagerness to continuously learn, adapt, and improve in a fast-paced, changing environment, with interest in advancing into Customer Success, Technical Support, Sales, or Implementation.
- Grit, adaptability, curiosity, and a high degree of ownership.
Nice To Haves
- Healthcare or SaaS experience.
- Experience in a high-growth startup environment.
- Healthcare experience, especially in radiology.
- A demonstrated record of identifying expansion and cross-sell opportunities.
- Knowledge of the healthcare industry and AI technology.
- Prior professional consulting or healthcare software implementation experience.
Responsibilities
- Own a portfolio of accounts and serve as their primary point of contact.
- Run end-to-end technical account transitions for customers.
- Monitor client feedback and other signals proactively, flagging account risks to the CSM team.
- Coordinate technical support escalations and track engineering tickets through resolution.
- Partner with CSMs on Strategic Business Review ROI data and run routine analytics reports.
- Maintain HubSpot CRM hygiene by conducting data checks and consolidating contracts.
- Become the team’s expert in internal tools, including Orion, Europa, Linear, and Zendesk.
- Provide visibility into systemic issues and recurring work, and recommend scalable process improvements.
- Contribute to building a customer success organization that aims to exceed customer expectations through attentive, responsive, and knowledgeable service.
Benefits
- Comprehensive medical, dental, vision, and life insurance.
- Health Savings Account (HSA) with employer match.
- Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA).
- 401(k).
- 11 paid company holidays.
- Flexible PTO policy.
- Annual company-wide offsite.
- Periodic team offsites.
- Annual equipment stipend.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
