Aegis Ventures - Manager of Customer Success
Requirements
• 5+ years of experience in customer success, account management, or client services in healthcare technology, health IT, or medical devices • 2+ years of direct people management experience leading a CS or account management team • Track record of managing a book of business with measurable outcomes: retention, expansion revenue, utilization, and NPS/CSAT • Experience conducting executive-level business reviews and building ROI narratives for healthcare customers • Strong data orientation—comfortable pulling and interpreting product usage data to drive customer conversations and internal prioritization • Experience supporting customers in regulated healthcare environments (FDA-cleared technology, HIPAA, clinical quality standards) • Experience with CRM platforms (HubSpot or Salesforce) and customer success tools (Gainsight, Totango, or similar) preferred
Responsibilities
• Utilization & Adoption Management • Monitor and drive exam utilization metrics across the account portfolio, proactively identifying underperforming accounts and intervening with targeted action plans • Build and maintain a customer health scoring framework that enables the CS team to prioritize attention, flag at-risk accounts early, and allocate resources effectively • Partner with Implementation to ensure clean post-go-live transitions and sustained adoption momentum • Customer Support & Relationship Management • Serve as Tier 1 support owner for customer-facing operational questions, triaging issues and escalating technical problems to Engineering/Product or clinical quality issues to Clinical Operations • Plan and lead quarterly business reviews with customer stakeholders, presenting utilization data, ROI metrics, clinical outcomes, and forward-looking recommendations • Build trusted, multi-threaded relationships across clinical, operational, IT, and executive stakeholders at each account • Revenue Growth & Expansion • Own the upsell motion for SMB accounts—expanding to additional locations, adding users, and upgrading service tiers • Systematically identify and qualify expansion opportunities across the account base, partnering with US BD to pursue larger enterprise deals • Contribute to pricing and packaging feedback based on customer conversations and competitive intelligence • Voice of Customer & Cross-Functional Coordination • Aggregate customer feedback, feature requests, and product friction points to inform Product and Engineering roadmap prioritization • Coordinate with Clinical Operations on grading turnaround times, quality issues, and clinical service delivery that directly impacts customer satisfaction • Partner with Marketing on case studies, testimonials, and customer reference programs • Team Leadership • Manage, coach, and develop a team of CS Specialists—setting account coverage strategy, running team cadences, conducting 1:1s, and building a culture of proactive customer engagement • Define and track team KPIs including utilization rates, NPS/CSAT, expansion revenue, and response times
Benefits
• Competitive compensation package, including a strong base salary, performance-based bonus, and the chance to earn upside. • Top-tier health, vision, dental, and commuter benefits. • Generous monthly health and wellness reimbursement. • Unparalleled exposure to new business building at the intersection of artificial intelligence and healthcare. • The opportunity to help solve difficult problems and collaborate with world-class experts from healthcare provider networks, academia, and industry. • A chance to work with a highly talented, close-knit team and world-leading mentors who can act as a support network and sounding board throughout your entrepreneurial journey. • $110,000 - $130,000 base salary, depending on experience and alignment with role expectations. • Why Optain? Make a real difference: Your work will help solve difficult problems as you collaborate with world-class experts from healthcare provider networks, academia, and industry. Join Optain in transforming healthcare with AI!
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