Manager/Sr. Manager, Customer Success: Healthcare Account Management

The Company
Did you know there is over $1 trillion of waste every year in healthcare? One of the biggest contributors to the staggering amount of waste is inefficient operations. If you’ve ever spent hours waiting in the ER; if a hospitalized family member experienced a delayed discharge; if you’ve had to schedule a surgical procedure far into the future due to lack of available Operating Room time — then you understand the kinds of problems we solve. 
Our mission is to simplify how healthcare operates.  We partner with health systems to automate care operations — all of the operational activities involved in delivering care, from discharge planning, to OR access, to patient flow, and more. Our software combines AI, machine learning, and behavioral science to power best-practice solutions for settings across the hospital and system. Solving those problems not only benefits patients, but it also eases the burden on physicians and nurses, and drives significant economic value for hospitals as well. 
We work with leading health systems, academic medical centers, and community hospitals across the country.  We’ve raised over $95M in funding from some of healthcare’s leading investors, including Thomas H. Lee Partners, Bessemer Venture Partners, Norwest Ventures Partners, Mayfield Fund, and more. We’ve also been recognized by Fast Company’s 2022 World Changing Ideas Awards, The Robert Wood Johnson Foundation, CB Insights, and more. 
Are you interested in simplifying how healthcare operates? Then join our amazing, mission-driven team and help health systems discover world-class operations that are essential to delivering world-class care.  
The Role
A Manager of Customer Success (CSM) will wear a number of hats, combining aspects of complex engagement management, account management, product management, and analytics. This person will develop and maintain relationships across our client base, ranging from executive clinical and operational leadership to the front line end users of our solutions. The CSM is a critical link between Qventus and the client and is responsible for effective communication and coordination between external stakeholders and internal Product and Delivery teams. The CSM will serve as the overall engagement manager from customer kickoff through go-live and ongoing success, creating and maintaining a complex and cross-functional project plan with a matrixed team. The CSM will develop deep knowledge of the Qventus suite of products to successfully deploy them, think creatively about new use cases for the product, lead account strategy, and drive value for our customers. 

Core Responsibilities

• Serve as the owner and accountable team member for assigned accounts/customers with limited oversight
• Effectively lead complex engagements with matrixed teams (technical and operational)Articulate Qventus’ value proposition and create value for customers by establishing clearly defined business outcomes.
• Build quarterly success plans with the appropriately identified cross-functional teams, objectives, timelines, risks, and metrics needed to achieve goals
• Accountable for driving engagement with the Qventus platform across customers by creating and executing thorough and action-oriented plans
• Leverages deep functional expertise in order to sustain buy-in from core users and executives around workflows and solution adoption
• Proactively identifies new workflows and expansion opportunities in each account to drive value for both the customer and Qventus
• Creates a customer base who is excited about Qventus and serves as a reference for prospective customers
• Maintains and demonstrates the ability to manage customer relationships, from the client executive team to front-line leadership
• Obtain a basic technical understanding of the platform with a desire to expand technical knowledge
• A passion for fixing our healthcare system.

Minimum Requirements

• 3-5 years of professional experience working at a leading healthcare consulting firm or in a professional services role at a workflow-oriented SaaS company
• Project management experience for complex implementations in the provider-side healthcare setting
• Knowledge of provider-side hospital operations
• A track record of applying strong quantitative and analytical skills in prior roles
• Ability to travel up to 25-50% nationwide

Nice to Haves

• Business development, sales, or account management/growth experience
• Knowledge of the landscape of acute care patient flow processes, challenges, and solutions
• Change management experience
• Experience working with product managers, engineers, and technical teams.

Qventus is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, colo