Customer Success Specialist

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

📋 Description

• Integrate new clinics into the system

• Act as the main contact during the implementation phase, coordinating with internal teams (technical, CRM, training) and clinic stakeholders.

• Assist in the configuration of Adoreal’s EMR and CRM systems, helping clinics transition data from their current tools.

• Organize and structure clinic data to fit Adoreal’s analytics framework.

• Oversee project timelines, monitor milestones and dependencies, identify risks early, and communicate updates clearly.

• Travel to clinics to provide staff training and guide them through their transition to the platform.

• Offer ongoing support to clinics once they are operational

• Serve as the initial contact for clinic staff and patient inquiries, ensuring that all requests are responded to within 24 hours.

• Resolve technical issues, manage support tickets, and coordinate with Product and Engineering for escalations when necessary.

• Monitor usage post-launch and proactively reach out to clinics experiencing difficulties, rather than waiting for issues to arise.

• Provide continuous training and support

• Create and maintain onboarding documentation, training materials, FAQs, training videos, and other self-service resources.

• Keep clinics informed about new features, UI updates, and bug fixes through release notes and follow-up sessions.

• Travel to clinics for refresher training, workflow assessments, or when hands-on guidance is needed after launch.

• Close the feedback loop

• Record and document bugs, recurring issues, and feature requests.

• Identify trends across clinics and convert them into product insights for the Product and Growth teams.

• Investigate automation possibilities (chatbots, predictive troubleshooting, smarter self-service) that minimize repetitive support tasks, allowing focus on higher-value clinic interactions.

⛳️ Requirements

• At least 4 years of combined experience in customer success, software implementation, technical support, or healthcare onboarding, preferably within SaaS or digital health.

• Practical experience with EMR and CRM systems, data migration, and digital workflow tools.

• Native-level English fluency (C2) with strong written and verbal communication skills. Additional European languages are advantageous.

• Proven track record of managing multiple implementation or onboarding projects simultaneously.

• Familiarity with healthcare processes including patient intake, documentation, billing, scheduling, and compliance.

• Strong understanding of support ticketing systems and escalation procedures.

• Experience training clinical and administrative staff on new systems.

• Comfort in creating help center content, training documentation, and self-service resources.

• Understanding of regulatory requirements regarding healthcare data handling and access control.

• Willingness and ability to travel across Europe for clinic visits and on-site training.

• Organized, collaborative, tech-savvy, and focused on efficiency, scalability, and proactive problem-solving.

🏝️ Benefits

• What We Offer: At Adoreal, we are committed to supporting our team’s well-being and development through comprehensive benefits and a collaborative, people-first culture. As a globally remote organization, we prioritize flexibility, inclusivity, and teamwork rooted in the Adoreal principles.

• **Benefits & Perks:**

• - **Paid time off (PTO)** and **paid holidays**

• - **Performance-based bonuses** and **company equity opportunities**

• - **Fully remote work environment** with flexible schedules

• - **Collaborative and thriving team culture** guided by Adoreal’s core values