Director of Customer Success & Commercial Account Management

The future of healthcare is here. Join BioIntelliSense to shape the future of healthcare for patients and clinicians. BioIntelliSense is pioneering a new standard of proactive monitoring to improve healthcare outcomes and save lives.

Our FDA-cleared and award-winning BioButton® wearables, BioHub™ gateways, BioMobile™ applications, BioCloud™ data services, and BioDashboard™ clinical intelligence system create a comprehensive tech-enhanced solution that makes continuous monitoring reliable and scalable. Through physiologic intelligence and AI-driven analytics, clinicians gain access to vital sign trending and data-driven insights for earlier detection of patient health decline and proactive intervention.

About this role

BioIntelliSense has FDA-cleared technology, published clinical evidence, and live deployments inside large health systems. This newly created role owns what comes next: turning those deployments into enterprise-wide adoption.

You will own the full arc from first customer go-live to system-wide scale — the adoption motion on the unit floor, the executive relationship above it, and the commercial case that funds each expansion. This is a build role. You will define the expansion playbook, hire and lead the commercial account management team that runs it, and carry the revenue that comes with it.

What you will own

CUSTOMER SLING THROUGH PROGRAM VALUE

• Your responsibility will be taking the large inflow of new customers who’ve executed contracts and spearhead from phase 1 go-live through market and eventual system-wide adoption.
• Own the post-go-live growth end to end: adoption, escalation, expansion, and renewal across the installed base.
• Build and run a repeatable expansion playbook — the sequence of proof points along key value propositions to the economic, clinical, and operational stakeholders that reliably moves new customers consistently through enterprise deployment.
• Establish floor-to-executive exception handling for top accounts: define and build the process and organization that harmonizes help shape the product roadmap, clinical solution design, and key stakeholder management.
• Be present where care is delivered. This role carries substantial on-site time, including traveling onsite to customers, and cultivating relationships, because the details that determine whether a program scales are often visible “on the field” and often not surfaced in conference calls.

COMMERCIAL OWNERSHIP

• Carry expansion and renewal commercial targets across the installed base.
• Lead expansion planning and value proposition delivery. Aligning pro-forma ROI financial models with program design, change management alongside clinical and finance stakeholders at each site.
• Own executive relationships and the executive business review, including the handoff from new-business sales into the post-sale relationship, so no account is ever without a senior owner.
• Design customer-specific value realization programs — a documented plan tailored to each key account that ties clinical objectives to a phased expansion path and to measurable outcomes.

BUILDING THE COMMERCIAL ACCOUNT TEAM

• Hire, build, and lead a commercial account management function from the ground up. This will be a new team accountable for adoption, expansion, and renewal inside named accounts.
• Define how that team operates: account coverage model, expansion stage gates, forecast discipline, and the working rhythm with Clinical Success and Implementation.
• Build and maintain stakeholder maps across every account — clinical, operational, financial, and IT — and keep them current as customer organizations change.

CROSS-FUNCTIONAL LEADERSHIP

• Partner closely with Clinical and Product teams; you own the final commercial outcome: together you ensure a workflow issue raised on a night shift reaches an accountable owner and gets closed.
• Be the highest-fidelity source of customer truth in the company. Bring Product the friction you uncover, with evidence, and hold both teams to resolving it.
• Work with channel and distribution partners to convert partner-sourced opportunity into deployed, expanding accounts.

What we require

• Hands-on “player-coach” mentality with 10+ years in commercial roles selling into and expanding within large health systems and integrated delivery networks, including 5+ years in customer-facing roles.
• Demonstrated ownership of a land-and-expand track record in healthcare program adoption. You have personally taken accounts from initial deployment to enterprise scale, and you can describe exactly how you did it.
• Credibility at both ends of the hospital hierarchy — comfortable on a med-surg floor at six in the morning and in front of a CNO, CMO, or CFO that same afternoon.
• Command of hospital economics. You can build and defend a pro forma covering nursing labor, length of stay, readmissions, rapid response and code events, and applicable reimbursement.
• Experience building a commercial account management or customer success function from an early stage — you have recruited, onboarded, and set the operating rhythm yourself — not only sustaining the processes of a mature team.
• A track record of turning a stalled or at-risk account into an expanding one, with specifics.
• Rigorous operating discipline: account plans, stakeholder maps, and forecasts that are current, honest, and trusted by the executive team.
• Willingness to travel to customer sites. (At least 25% travel to be expected)

What we would love to see

• Clinical training or background, with direct experience in remote patient monitoring, continuous monitoring, clinical surveillance, virtual nursing, or hospital-at-home.
• Deep operational fluency in inpatient nursing workflow and how monitoring programs are staffed and sustained on a unit.
• Experience selling with or through a large medical device channel partner.
• You have built a value realization or customer outcomes practice that translated clinical results into commercial expansion.
• Familiarity with the reimbursement landscape for remote monitoring, including RPM and RTM coding.
• Experience standing up a clinical command center or centralized monitoring operation.