Manager, Customer Success - iQueue for Inpatient Flow

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.
Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.   Join our Customer Success Team, where we partner with hospitals to make a real impact on patient care by improving bed allocation and streamlining the patient journey. We’re focused on driving meaningful change that boosts efficiency, ensuring patients get the right care at the right time without unnecessary delays.   In this role, you will serve as the lead of a team managing a portfolio of customers, ensuring they successfully utilize our platform to achieve their business goals and improve core metrics. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board!

WHAT YOU'LL DO

• Lead, manage and develop a high-performing team, fostering a culture of customer-centricity, accountability, and continuous improvement while remaining actively engaged in execution

• Own customer optimization including the implementation of new workflows, guiding teams through workflow discovery, solution design, and change management, and stepping in directly to ensure successful delivery and measurable impact at go-live

• Drive a strong focus on customer outcomes, product adoption, and overall experience, aligning team efforts to achieve departmental and organizational goals

• Partner with customers to prioritize, design, and optimize workflows, balancing strategic oversight with hands-on involvement to improve both new and existing processes

• Build and maintain trusted relationships with customer stakeholders, serving as a product subject matter expert internally and externally and ensuring long-term success and ROI

• Monitor product usage and performance data, proactively engaging customers and teams to deepen adoption, validate outcomes, and address gaps in real time

• Design, scale, and execute training and enablement programs for both customers and internal teams, ensuring consistent adoption of product features and evolving workflows

• Establish and continuously improve scalable implementation, training, and support processes, including documentation and collateral, to drive consistency and efficiency

• Ensure customer success excellence by enforcing best practices, clarifying complex issues, and coordinating cross-functional resources to accelerate resolution

• Own account program plans, driving prioritization, alignment, and accountability while actively removing barriers to keep initiatives on track

• Lead and deliver regular business reviews with customer champions and executive stakeholders, highlighting value, tracking progress against success metrics, and identifying opportunities to expand impact

• Act as a cross-functional leader by translating customer insights into action—partnering with Product to refine the iQueue for Inpatient Flow suite and collaborating with Marketing to build scalable case study programs

• Champion customer feedback loops and community engagement, helping to influence roadmap decisions, elevate best practices, and share customer success at scale

WHAT YOU'LL BRING

• Bachelor's degree or equivalent years of related experience
• 8+ years of professional experience, including 5+ years in customer-facing roles (e.g., consulting, customer success, implementation) and 2+ years in people management
• Deep commitment to customer success, satisfaction, and retention, with a proactive, solution-oriented mindset and a track record of going above and beyond to drive outcomes
• Healthcare experience in operations management, patient flow, or related clinical/operational environments
• Proven expe