Customer Success Manager (Western US)

About the Company

Aidoc Overview:

• Aidoc helps health systems deliver smarter and faster care when it matters most.
• Its mission is to transform patient outcomes through ‘always on’ clinical AI, eliminating preventable care gaps that lead to loss of lives and disabilities.
• Through our proprietary aiOS™ platform, Aidoc seamlessly integrates real-time intelligence into provider workflows, helping physicians make faster clinical decisions for over 45 million patients a year.
• With the most FDA-cleared AI solutions in its category and deployments across 150+ health systems globally, Aidoc elevates the physician and patient experience.
• Backed by General Catalyst, Square Peg, NVentures (NVIDIA’s venture arm), and four major U.S. health systems, Aidoc has raised $370 million to date, including a recent $150 million round to accelerate development of CARE™, its clinical-grade foundation model.
• We are a dynamic, collaborative, and fast-growing team of more than 400 global employees, committed to improving the world of healthcare.
• We have offices in Barcelona, Tel Aviv, and New York City, but Aidoc is a remote-first workplace.

About the Role

• This position focuses on championing customer-centric solutions and outcomes.
• You will work closely with engineering, operations, sales, and support teams to understand your customers, enhance the value they get from our solutions, and demonstrate the impact for their organization.
• You will have a strong understanding of our customers’ business objectives, and the ability to identify and articulate how our AI enterprise solutions support the achievement of our customers’ strategic goals.
• This is a remote role to be filled in the Western US.

Responsibilities

Serve as the customer's advocate and the customer’s trusted advisor – You are the bridge between Aidoc and our customers:

• Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders.
• Lead discussions with our customers (top physicians in prestige medical centers).
• Understand each customer’s pain points and their workflow and enhance the value of AI in their departments.
• Define the next steps and work on “making things happen” with our R&D teams.
  Serve as the liaison between our customers and internal teams:
• Work with the technical team to ensure smooth onboarding of new customers.
• Drive product enhancements and work cross-functionally with internal teams (Product, Data, AI) by representing the customer perspective.
• Have a deep understanding of our solutions, their expected performance, and the user interface.
  Drive value demonstration of our solution for our customers:
• Perform data analysis and storytelling using data.
• Make insights out of the data and present it to our customers.
• Initiate and help execute research initiatives.

Requirements

• BSc in science, engineering, or any quantitative field.
• 2-3 years of experience in Customer Success, Customer-Facing analytics, Project Management, or similar roles.
• Ability to multitask, problem solve, and work cross-functionally in a dynamic environment.
• Critical thinker with a good analytical approach and data-driven decision-making process.
• Tech-savvy person, who can understand technical concepts and lead discussions with the technical team in a fast-paced, startup environment.
• Excellent verbal and written communication skills in English.
• Ability to work in the PST/MST time zones.
• Ability to travel up to 25%.

Preferred Qualifications (Nice to Have)

• Preferably MSc.
• Previous experience in a SaaS high-tech/startup company with an agile mentality is an advantage.
• Experience with data analytics is an advantage.
• Previous work with medical imaging and radiologists is an advantage.
• Research experience is an advantage.
• Experience in stakeholder management, building relationships, and leading customers to success, preferably at the executive level.

Benefits

• A range of medical, dental, and vision benefits.
• Stock options for all full-time employees.
• 20 days of paid vacation, plus sick days and holidays.
• A 401(k) plan, life insurance, plus long and short-term disability.
• The opportunity to directly improve medical care and impact patient outcomes.

Location

• Remote (Western US)

Category

Customer Service