Customer Success and Client Operations

We are looking for a highly organized, analytical, and client-focused Customer Success & Client Operations Lead to manage and strengthen relationships with healthcare organizations using our product. This role combines customer success, account management, product coordination, onboarding, documentation, training, and operational improvement. The ideal candidate is a fast learner who can quickly understand a new technology product and its industry, communicate confidently with clients, organize a high volume of information, identify patterns and recurring issues, and turn customer needs into clear actions for internal teams. Key Responsibilities Client Relationship Management • Act as a primary point of contact for assigned clients and build trusted, professional relationships. • Understand client goals, challenges, workflows, and priorities and ensure clear follow-through. • Communicate product updates, next steps, resolutions, and expectations clearly and proactively. • Monitor client satisfaction and identify accounts requiring additional attention. Customer Success & Account Management • Manage a portfolio of client accounts, prioritizing work according to client tier, satisfaction, business impact, and issue severity. • Use client health indicators and account information to identify risks, opportunities, and areas for improvement. • Coordinate escalations and ensure issues move efficiently through the appropriate internal teams. • Focus on adoption, value realization, retention, and long-term client success. Product & Technical Coordination • Develop a deep working knowledge of the product and related platforms, and relevant workflows. • Translate client questions, feedback, and enhancement requests into clear requirements for product and technical teams. • Identify recurring customer issues and patterns that may indicate need for process improvement • Coordinate with internal teams to track product-related issues and enhancements through resolution. Documentation & Process Improvement • Create and maintain client account documentation, onboarding materials, training resources, FAQs, and internal procedures. • Standardize repeatable workflows and improve the way information is captured, shared, and maintained. • Identify operational bottlenecks and recommend practical improvements to customer success processes. • Help build scalable systems so that customer success does not depend on individual knowledge or manual follow-up. Reporting & Insights • Support analysis of customer and product usage data to identify adoption gaps and opportunities. • Review activity and performance information and surface meaningful trends for leadership and clients. • Help turn data and customer feedback into actionable recommendations.