Customer Success Executive

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

📋 Description

• Take ownership of the Customer Relationship

• Act as the main point of contact for an assigned customer portfolio, establishing trust from the very beginning through the go-live phase and beyond

• Facilitate regular meetings to keep customers engaged, aligned, and progressing towards their objectives

• Advocate for customers within the organization, ensuring their needs, feedback, and challenges are integrated into all relevant discussions

• Identify early warning signs, disengagement, changing stakeholders, and unresolved issues, addressing them proactively before they escalate

• Drive Implementation & Adoption

• Support the delivery of implementations, ensuring customers stay on track through each onboarding milestone

• Conduct structured check-ins after go-live to enhance adoption and identify expansion opportunities

• Alert on missed milestones or adoption gaps early, collaborating with the SVP of Customer Success on remediation strategies

• Lead training sessions for end-users, from initial onboarding to ongoing enablement, customizing delivery for both frontline staff and senior stakeholders

• Contribute to the development of playbooks and documentation that facilitate team scalability

• Deliver Measurable Customer Value

• Define success for each customer in specific RCM terms: cash collections, denial overturn and prevention rates, first-pass yield, and AI agent performance

• Support outcome-driven QBRs by preparing customer data, progress updates, and narratives aligned with customer goals

• Maintain a close watch on adoption and health metrics, converting data into actionable insights

• Ensure that no renewal or churn risk is ever unexpected

⛳️ Requirements

• 2–5 years of experience in Customer Success, Implementation, or Account Management, with direct experience in healthcare technology or revenue cycle management (RCM)

• Practical experience in keeping projects on track, achieving milestones, and overcoming challenges

• Strong relationship-building skills, capable of quickly earning trust across various levels of customer stakeholders

• Clear and confident communicator in writing, conversation, and customer-facing situations, including delivering training to groups of end users with diverse technical comfort levels

• Comfortable working with data to identify trends and guide actions

• Highly organized and accountable, able to manage multiple customers simultaneously without oversight

• Executive presence and a natural sales instinct, capable of confidently representing LateralCare's product, driving adoption and expanded usage, and engaging with both frontline operators and senior healthcare leaders

• Experience with AI-powered products, especially in setting realistic expectations with customers regarding AI capabilities

• Foundational understanding of agentic AI and the ability to explain it clearly to non-technical audiences

• Background in an early-stage or high-growth company where processes are still evolving

🏝️ Benefits

• Competitive salary with bonus potential

• 401K Match Program & comprehensive health, dental, and vision insurance

• Unlimited PTO & options for Remote Work