LeanTaaS

Customer Success Manager

• Lead customer implementations of our products through workflow discovery, workflow design, and change management plans for 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 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

Customer Success Manager, iQueue – Inpatient Flow

• 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
• Assist implementation team when they need additional help

Client Success Manager, Surgical Clinics

Product Designer

• Lead UX and product design for LeanTaaS’s healthcare operations software; shape full product lifecycle from discovery to launch and iteration.
• Partner with product and engineering on vision, research, prototyping, and implementation through development and beyond.
• Use AI tools like ChatGPT and Figma Make to speed workflows and explore broader solutions.
• Drive interaction design, research, design system contributions, strategy, leadership, transparency, and cross-functional collaboration.
• Hiring process: initial call with Head of Design, 3–4 team interviews, optional meetings with other stakeholders.
• Note: Remote role but currently employing only in a specified list of U.S. states; offices in Santa Clara, CA and Charlotte, NC.

Customer Success Manager, iQueue – Inpatient Flow

Client Success Manager, Surgical Clinics

Senior Product Designer