Customer Success Manager

The Role

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 across key client stakeholders, producing and delivering impact analyses for Quarterly Business Reviews (QBRs), and identifying opportunities for account growth and expansion. This role will report to the Director of Customer Success and will work closely with implementation, sales, marketing, training, product, and technical teams to ensure a world-class client experience.

This role requires recent experience working with clinical leaders in the acute care setting as well as experience with Epic or Cerner EHR integrations.

About Regard

Regard's mission is to bring world-class healthcare to everyone. Our technology reasons through a patient's entire medical record to recommend diagnoses that would otherwise be missed, in real time at the point of care, during chart review, and in population-wide screening to identify patients who qualify for lifesaving treatment.

We work alongside some of the top health systems in the country to lead the change this industry needs. We're excited by challenges, mission-oriented work, and meaningful relationships. We want you to join us.

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

Minimum Qualifications:

• 3+ years of 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
• Expertise in leading meetings with healthcare client stakeholders and leadership at large and 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
• Must be based in MT, CT, or ET time zones, located within 50 miles of a major airport
• Willing to travel to client sites as needed (up to 30%)

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
• Comfortable working with AI tools