videa.ai - Clinical Support Specialist
Requirements
• 2–4 years in customer success, account management, sales engineering, or a closely related customer-facing role at a B2B SaaS company. • A track record of driving measurable customer outcomes against a deadline — quota, conversion targets, activation goals, or similar. • Strong project management instincts: you can run multiple validations in parallel, each at a different stage, without dropping the ball. • Excellent written and verbal communication, including comfort presenting to and aligning senior stakeholders. • Commercial fluency — you are comfortable with the conversion conversation and do not shy away from asking for the business. • Data literacy: You use product usage and engagement data to prioritize where to spend your time. • Possess exceptional presentation and communication skills, particularly when conveying technical concepts and validation outcomes clearly to executive stakeholders. • Have experience driving product adoption and change management within organizations, moving users from initial experimentation to sustained usage. • Experience specifically with trials, validations (pilots), or POCs (vs. ongoing book-of-business management). • Familiarity with CS and CRM tooling (e.g., Asana, Salesforce/HubSpot, Gainsight, Slack-based customer channels). • Experience in Dental with knowledge of DSO operations • Experience at an early-stage or high-growth startup where playbooks were still being written • WHAT IT IS LIKE TO WORK HERE • We win and lose together as one team. Collaboration is not a buzzword here. We share context early, ask for input, and step in to help when someone is stuck. • We hold a high bar, but we stay grounded. We move fast, learn as we go, and stay focused on what matters most for clinicians and patients.
Responsibilities
• Own the validation lifecycle. Run kickoffs, define mutual success criteria and a mutual action plan, and drive the pilot toward a clear go/no-go conversion decision by the opt-out date. • Drive time-to-value. Get validation users onboarded, activated, and using the product against their stated goals as quickly as possible; the clock is always running. • Manage risk proactively. Monitor adoption and engagement signals, surface at-risk pilots early, and execute recovery plays before the opt-out window closes. • Convert and transition. Partner with Account Management/Account Executives to build the business case, secure executive sponsorship, and convert validations to paid, then transition the account to a Commercial Clinical Success Manager. • Be the voice of the customer. Synthesize validation feedback into clear, prioritized themes for Product and GTM, and translate product capabilities into customer outcomes. • Build the playbook. Document what works across validations so the team's conversion rate compounds over time.
Benefits
• Competitive compensation and meaningful equity • Unlimited PTO • 100 percent company-paid dental and vision coverage • Generous medical contributions
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