Customer Success Manager - Healthcare SaaS

Position Overview

As a Customer Success Manager at Regard, you will own the full customer journey from integration and onboarding to renewal and expansion. You will be accountable for the overall health of the account by fostering relationships with key client stakeholders, producing and delivering impact analyses for Quarterly Business Reviews (QBRs), and identifying opportunities to improve onboarding and user feedback processes. Reporting to the VP of Customer Success, you will work closely with sales, marketing, training, product, and technical teams to ensure a world-class client experience. About Regard: Our mission is to bring world-class healthcare to everyone. Regard is the world's first comprehensive, automated diagnosis tool that streamlines clinical and revenue cycle efforts to dramatically improve hospital finances, patient safety, and physician happiness.

Salary: $100,000 - $140,000 a year

Location: Candidates must be authorized to work in the US. Preference is given to candidates in the New York City metro area, Chicago, Florida, and Texas. This role offers a hybrid schedule (2 days/week from HQ with flexibility up to 6 weeks remote per year).

Key Responsibilities

• Oversee and manage the full customer lifecycle from technical integration, to implementation and user training, to renewal and expansion
• Establish clear retention goals and renewal milestones for the client Regard team to work toward
• Build and foster relationships with client leadership to position them as product promoters and champions so they can share the product’s benefit and value across users and stakeholders
• Review and monitor customer user feedback and concerns and seek to improve all aspects of the customer experience
• Lead project progress tracking across internal development teams and client stakeholders to ensure timely and effective delivery
• Maintain a detailed understanding of Regard products and services, assist customers with questions and suggest the best solution for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

Required Qualifications

• 3+ years professional experience in healthcare customer success
• Experience working with the acute care setting within the past 2 years
• Experience with inpatient Epic or Cerner EHR integrations in the past 2 years
• Expert in leading meetings with healthcare client stakeholders and leadership at large, complex health systems including experience working with clinical leaders in an acute care hospital setting
• Strong proficiency in Excel, analytics, and modeling
• Track record of fostering productive, long-term business partnerships
• Located within 50 miles of a major airport and willing to travel to client sites as needed (30% of time)

Preferred Qualifications

• Experience with clinical informatics
• Ability to respectfully debate ideas, take pragmatic approaches, and work hard to accomplish goals with your team
• Excellent written and verbal communication
• Passionate about learning, improving, and helping your team do the same
• Excited about working with a nimble, small team in a dynamic startup environment
• Experience in healthcare project management

Benefits & Perks

• Eligible for equity
• Eligible for an annual performance bonus, contingent upon the company achieving ARR targets
• 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription
• 18 PTO days/yr + 1 week holiday break
• Monthly health & wellness budget
• Company-sponsored team retreat + social events
• A sabbatical program