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 health systems 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 main point of contact and trusted clinical strategic advisor for a portfolio of enterprise health system accounts post-implementation. This role combines a deep understanding of hospital operations with commercial Customer Success expertise, partnering with C-suite executives and unit-level leaders to transform bed capacity management, drive software adoption, and achieve measurable ROI.
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 long-term clinical customer success across a portfolio of enterprise health systems, driving software adoption velocity, account health, value realization, and retention post-implementation through influence without authority.
- Conduct Executive Business Reviews and ongoing strategic discussions with hospital executive leadership (CNOs, COOs, CFOs) to align product performance with business goals, capacity management strategy, and financial ROI.
- Lead customer engagements evaluating technology-enabled clinical workflows; address frontline throughput barriers, including Emergency Department boarding, transfer center delays, PACU holds, and discharge planning, to optimize patient progression and bed turn times.
- Serve as a trusted clinical advisor to clinical leadership, case management, utilization management, physician teams, and interdisciplinary care teams; tailor communication effectively between operational unit leads and strategic executive buyers.
- Analyze client EHR performance data (Epic, Cerner) alongside platform usage metrics to evaluate clinical adoption, track pre- and post-implementation baselines, and surface opportunities for continued improvement.
- Contribute to the development of clinical best practices, customer education resources, and technology-enabled workflow strategies that support improved care coordination, patient progression, and healthcare delivery outcomes.
- Partner with internal Product, Onboarding, and Customer Success teams to ensure frontline clinical challenges and customer feedback directly influence product roadmap decisions and clinical best practices.
WHAT YOU'LL BRING
- Active Registered Nurse (RN) license and Bachelor of Science in Nursing required. PA-C / NP with relevant acute hospital operations experience accepted. An advanced degree (e.g., MSN, MBA, MHA, DNP, PhD) is strongly preferred
- 7+ years of direct operational experience in an acute care hospital setting (e.g., ICU, ED, PACU, Transfer Center, House Supervision, or Nursing Operations leadership) with proven growth into larger clinical roles
- 3+ years in a customer-facing role at a healthcare SaaS, technology, or consulting firm, with demonstrated success managing external health system accounts, driving post-go-live adoption, and maintaining account health
- An articulate communicator and skilled relationship builder with a track record of confidently presenting operational strategies, business cases, and data insights directly to C-suite executives
- Experience collaborating with interdisciplinary teams including nursing leadership, physician teams, case management, utilization management, and operational stakeholders and guiding teams through operational change
- Skilled at analyzing workflow challenges and leading process improvement efforts within complex clinical settings
- A data-driven mindset, with fluency in healthcare data analysis and performance metrics to guide smart, evidence-based decisions
- Experience working with EHR systems such as Epic, Cerner, or similar platforms
- Excellent organizational skills with the ability to manage multiple customer priorities and initiatives simultaneously
- Passion for improving healthcare delivery, patient outcomes, and operational efficiency through collaboration, workflow transformation, and technology
- Willingness to travel 25-50% of the time
BONUS POINT IF YOU HAVE
- Board certification in a clinical specialty
- Lean, Six Sigma, or formal process improvement training
- Experience supporting organizational change management or large-scale workflow transformation initiatives
WHAT YOU'LL GET
- Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
- Competitive compensation package that includes base salary, target bonus, and stock options
- 401(k) Match
- Comprehensive healthcare benefits
- Generous Paid Time Off and Parental Leave
- Monthly reimbursement for Skill Building
- Monthly reimbursement for Wellness, Transportation, and/or Home Office
- Education Reimbursement for select courses/programs
About
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.