Customer Success Manager

Rad AI•San Francisco, CA

43d•$100,000 - $130,000•Hybrid

About The Position

Rad AI is seeking an experienced and dynamic Customer Success Manager to join its small but growing team. This high-visibility role involves delivering unmatched service and attention to a rapidly expanding customer base of radiology groups and hospital systems, helping drive success at the forefront of generative AI-driven healthcare innovation. The ideal candidate has a proven track record of driving customer adoption, retention, and expansion within high-growth healthcare AI and SaaS companies. This role will be responsible for building strong executive relationships with customers, demonstrating the ROI and impact of the solution, fostering cross-functional collaboration to maximize customer value, positioning customers for upsell and cross-sell opportunities, and turning customers into enthusiastic advocates.

Requirements

Bachelor’s degree or above.
3+ years of relevant customer success experience within a healthcare environment.
Excellent people/relationship management, coaching, and communication skills with the ability to influence others.
Strong project management and organizational skills to prioritize competing priorities, deliver outcomes on a timeline, and build out documentation.
Practical working knowledge of SaaS solutions, implementations, and technical concepts.
Eagerness to continuously learn, adapt, improve, and help others do so in a fast-paced, ever-changing environment.
Ability to build and maintain relationships with all functions and areas of the company to share in challenges and successes, and work collaboratively towards common goals.
Ability to work in the Western time zone.

Nice To Haves

Experience in a high-growth startup environment.
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.
Previous experience as a radiology technologist is highly preferred.

Responsibilities

Serve as a trusted advisor to Rad AI’s customers through the entire post-implementation lifecycle including product adoption, value realization and renewal.
Develop and maintain customer relationships across our radiology partners. Proactively manage the customer relationships through regularly scheduled check-in meetings to determine product usage and customer feedback.
Hold Strategic Business Review meetings to secure renewals and generate growth opportunities.
Become the trusted partner for the customer on use cases and product functionality. Represent the voice of the customer to our Product and Machine Learning teams.
Ensure a smooth onboarding experience for new radiology partners by engaging and educating IT, executive leadership, and radiologists.
Help customers maximize the value of their Rad AI subscription by guiding them to adoption and expansion strategies tailored to their practice.
Monitor customer accounts to ensure fast response to customer queries and identify opportunities for continuous improvement.
Drive retention and growth among our customers by understanding their business needs and demonstrating Rad AI products’ value.
Take an active role in building out a world-class customer success organization that aims to exceed customer expectations with attentive, responsive, and knowledgeable service.