Customer Success Executive
Posted Updated
Description
- You own the health system relationship after go-live — and you own what happens to it next. Your mandate is retention, measurable clinical and operational outcomes, and expansion from a first live use case into a platform footprint across the system
- This is not a deployment role. Our Implementation Managers own configuration, data onboarding, and the run to go-live. You take the account from there and answer a different question: is this health system getting the outcomes it bought, does its executive team know it, and what is the next use case?
- This role exists because the hardest part of selling AI into health systems is not the first launch — it is the second one. Systems that see real results in post-discharge follow-up should be running care gap closure, chronic disease management, and preventive outreach within a year. Someone has to prove the first program worked, keep the sponsor coalition intact through leadership turnover, and make the case for the next program in the language of the CNO, CFO, and CMO
- By day 90: you will have taken over a portfolio of live health system accounts, built an outcomes baseline for each, and delivered your first executive business review presenting measured program performance against the metrics the customer bought. You will have mapped the full stakeholder landscape in each account and identified at least one qualified expansion opportunity per account
- At 12 months: you will have delivered gross retention on your book, sourced and influenced expansion into new use cases across multiple health systems, established the outcomes reporting model HAI uses with all provider customers, and converted at least one customer into a public reference
- You’ll report into Customer Success leadership and work alongside Implementation, Clinical, Product, Engineering, and Sales. You’ll partner with health system CNOs, CMOs, VPs of Care Management and Population Health, service line leaders, quality teams, and nursing operations. This role requires equal parts executive presence and operational credibility with the floor
- Own retention and growth on a named book of health system accounts — carry gross and net retention targets, own the renewal narrative, and source and influence expansion into new use cases and service lines
- Build and defend the outcomes case — define, instrument, and report the metrics each health system bought (readmission reduction, care gap closure, contact and completion rates, nursing time returned to the bedside, cost per completed outreach) and translate them into an executive-ready business case
- Run quarterly and annual executive business reviews with clinical, operational, and financial leadership — performance, peer benchmarking, and the agenda for next quarter
- Drive adoption and durable workflow change across nursing and clinical operations after go-live, preventing the adoption decay that quietly kills renewals
- Identify, qualify, and shape expansion opportunities — surface the next use case, build the business case with the customer, and partner with Sales to close; you source and shape, Sales signs
- Maintain account health scoring and risk forecasting — give leadership an honest, early, specific read on which accounts are at risk and why
- Bachelor’s degree from an accredited university
- Minimum 5 years in customer success, account management, client partnership, or strategic accounts — with at least 4 years serving health systems, hospitals, health networks, or provider organizations
- Proven ability to build a quantified outcomes case and present ROI to a skeptical financial audience
- Demonstrated ownership of commercial outcomes on a named book — retention, renewal, or expansion targets you were personally measured against, with specific results
- Executive presence with health system leadership — a track record of running business reviews with C-suite and VP-level clinical, operational, and financial stakeholders
- Fluency in health system operations and clinical workflow — how care teams work, how quality is measured, and how capital and operating decisions get made
- Clinical license (RN, LPN, or similar) or prior clinical practice
- Background at a healthcare SaaS or health AI company serving providers, in a role where implementation was a separate function
- Health system operator experience — nursing leadership, care management, population health, quality, or service line administration
- Familiarity with EHR ecosystems (Epic, Cerner, Athena) and how they shape what is operationally possible
- Healthcare consulting or transformation experience with provider clients
- Track record of converting customers into references, case studies, or conference co-presentations
- Experience with patient engagement, virtual care, or care management platforms
- Experience in a role where CS carried a quota or formal revenue responsibility