Customer Success Manager

Key Skills

Aartificial intelligence, Effective communication skills, Leadership, Machine learning techniques, Mentoring, People management, Project management, SaaS

Job Description

Rad AI is the fastest growing radiologist-led AI company. In addition to winning the 2021 award for “Best New Radiology Vendor” from AuntMinnie, Rad AI ended 2021 by closing a $25M Series A round of investment and being named to the 2021 CB Insights Digital Health 150 - List of Most Innovative Digital Health Startups. Rad AI continued the momentum by being recognized as 2022 CB Insights AI 100 - Most Promising AI Companies.

Founded in 2018 by the youngest radiologist in US history, Rad AI has seen rapid adoption of its AI platform, and is already in use at 7 of the 10 largest private radiology practices in the US. Rad AI uses large language models and state-of-the-art machine learning / generative AI to streamline repetitive tasks for radiologists, which yields substantial time savings, alleviates burnout, and creates more time to focus on patient care. Its first product, Rad AI Omni, saves radiologists an average of 60 minutes per day, and helps achieve up to 20% time savings per report.

Come join our world-class team as we build and deploy AI solutions that will make a difference in millions of people’s lives!

Why we're hiring for this role:

Here at Rad AI, we’re focused on transparency, inclusion, close collaboration, and building an incredible team. As part of our continual growth, we are seeking an experienced Customer Success Manager to come on board and join our small but growing CSM team to deliver unmatched service and attention to our quickly growing customer base of radiology groups and hospital systems.

This is what you'll do:

• Serve as a trusted advisor to Rad AI’s customers through the entire post-sale lifecycle including onboarding, product adoption, and renewal

• Develop and maintain customer relationships across our radiology partners. Proactively manage the customer relationships through regularly scheduled check-in meetings to determine product usage and customer feedback

• Become the trusted partner for the customer on use-case and product functionality. Represent the voice of the customer to our Product and Machine Learning teams

• Ensure a smooth onboarding experience for new radiology partners by engaging and educating IT, executive leadership, and radiologists

• Help customers maximize the value of their Rad AI subscription by guiding them to adoption and expansion strategies tailored to their practice

• Monitor customer accounts to ensure fast response to customer queries and identify opportunities for continuous improvement

• Drive retention and growth among our customers by understanding their business needs and demonstrating Rad AI products’ value

• Take an active role in building out a world class customer success organization that aims to exceed customer expectations with attentive, responsive, and knowledgeable service

This is what you'll need:

• 2 plus years of relevant customer success, project management, professional services, or similar client facing experience, preferably within a healthcare environment

• Excellent people/relationship management, coaching, and communication skills with the ability to influence others

• Strong project management and organizational skills to prioritize competing priorities, deliver outcomes on a timeline, and build out documentation

• Practical working knowledge of SaaS solutions, implementations, and technical concepts

• Eagerness to continuously learn, adapt, improve, and help others do so in a fast paced, ever changing environment