Customer Success Executive

This is a fully remote position, open to applicants in United States.

📋 Description

• Build strong executive relationships with sponsors, laboratory leaders, clinical stakeholders, IT teams, and operational managers.

• Create governance frameworks and communication strategies for both customer and Cytovale stakeholders.

• Direct executive communications, governance meetings, implementation updates, risk discussions, and business reviews with customers.

• Design and maintain comprehensive implementation project plans that span across customer and Cytovale workstreams.

• Coordinate cross-functional implementation activities involving Laboratory, Clinical, Technical Support, Customer Service, IT, Data Science, Sales, and other departments.

• Recognize implementation risks, formulate mitigation strategies, align resources, eliminate obstacles, and facilitate issue resolution.

• Steer customer stakeholders through key milestones, responsibilities, dependencies, decision-making points, and expectations.

• Oversee organizational readiness planning, workflow integration, operational planning, change management, and preparations for go-live.

• Ensure accountability for the execution of implementations, commitments, milestones, dependencies, schedules, documentation, and readiness for launch.

• Synchronize customer and internal teams around implementation goals, adoption objectives, success metrics, and long-term operational results.

• Track implementation progress, program health, adoption metrics, KPIs, and readiness throughout the customer lifecycle.

• Facilitate customer governance meetings, KPI evaluations, executive business reviews, and sessions focused on success planning.

• Organize assessments of implementation progress, trends in adoption, customer feedback, and opportunities for continuous improvement.

• Manage executive-level customer escalations and coordinate cross-functional response strategies.

• Gather customer feedback, identify implementation trends, and enhance implementation processes and the customer experience.

⛳️ Requirements

• A Bachelor's degree in healthcare, life sciences, nursing, business, engineering, or a related discipline.

• A minimum of 10 years of experience in leading enterprise healthcare technology implementations, implementation program management, customer success, clinical operations, laboratory operations, or customer-facing leadership roles.

• Proven track record of successfully implementing complex medical technologies in acute care hospitals or integrated delivery networks.

• Experience in leading enterprise implementations that involve executive, laboratory, clinical, operational, and IT stakeholders across multiple concurrent workstreams.

• Outstanding presentation, communication, executive facilitation, stakeholder management, and influencing skills.

• Strong capabilities in enterprise implementation program management, organization, governance, and problem-solving.

• Proficient in developing integrated implementation project plans, managing critical path tasks, facilitating governance meetings, tracking action items, and simultaneously leading multiple complex customer implementations.

• Ability to guide cross-functional implementation programs through influence rather than direct authority in a dynamic, fast-paced environment.

• Advanced proficiency in Microsoft Office.

• Capability to independently create executive presentations, implementation project plans, dashboards, implementation documents, and customer-facing materials.

• Willingness to travel approximately 10–20% of the time.

🏝️ Benefits

• Competitive salary and benefits package, aligned with experience.

• Remote, field-based role.

• Opportunities for travel to customer locations, executive business reviews, and strategic customer engagements.