LeanTaaS

Customer Success Manager

• Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS clients
• Build strong, long-term relationships with key stakeholders across your customer portfolio by defining KPIs and success metrics to track progress, satisfaction and ensure ROI
• Act as the primary escalation point for high-level customer inquiries, ensuring prompt and effective resolution
• Oversee and refine the onboarding process to ensure seamless adoption of the platform
• Collaborate with the Product and Development teams to create robust training materials and resources for clients and internal staff
• Conduct regular business reviews with clients to assess success metrics and identify growth opportunities
• Act as the voice of the customer, providing insights and feedback to the Product and Development teams to drive continuous improvement
• Stay informed about trends and best practices in healthcare SaaS to ensure our product and service offerings remain competitive
• Help grow the Customer Success Surgical Clinics team by participating in hiring, mentoring, and establishing team processes

Client Success Manager

Manager

• Establish and maintain strong relationships with customer executive teams through quarterly business reviews and other relationship management strategies
• Articulate the benefits of our products to a variety of stakeholders
• Help refine our product vision and strategy by continuously educating inbound product managers on your customers’ stories and pain points
• Ensure our newest product enhancements are adopted at your customer sites
• Advise your customers on how to solve all operational challenges they face in their perioperative departments.
• Build and run analytics to track customer operations and performance, helping them identify and resolve potential problems before they arise
• Partner with our Account Managers to help them identify opportunities to grow our presence at the health systems that use our products
• Work with marketing to produce case studies, customer videos, and presentations for industry events to highlight the results you’ve helped your customers achieve
• Provide exceptional support to your customers, including training on new features and functionalities and addressing ad-hoc needs as they arise

Client Outcomes Manager, iQueue for Operating Rooms

• Lead customer implementations of our products through workflow discovery, workflow design, and change management, introducing supplemental workflows that extend existing implementations to deliver incremental impact and value at go-live
• Help customers prioritize and design new workflows while optimizing existing workflows
• Work with the client services team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used
• Monitor usage data (within the product) and proactively reach out to your customers to encourage deeper product engagement, validate that the product is working well, and operational outcomes are being recognized
• Design and execute ongoing training programs to support product feature adoption and evolving customer workflows
• Ensure support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution
• Build long-term relationships with key stakeholders across your customer portfolio by defining success metrics, track progress, and ensure ROI
• Manage account program plans to ensure an organized approach across all customer activity while driving prioritized efforts and removing barriers to stay on schedule
• Conduct regular business reviews with executive leadership to assess progress toward goals, gather feedback, and identify opportunities for expanding platform value
• Support cross functional success by surfacing customer feedback to influence roadmap decisions, produce case studies with marketing, and promote user community sessions

Client Success Manager

Client Outcomes Manager, iQueue for Operating Rooms

Customer Success Manager, iQueue for Inpatient Flow