Customer Success Manager (AI Adoption & Customer Outcomes)

Job Description

Job Description

Clinically AI is an AI company transforming how clinicians, administrators, compliance teams, and healthcare organizations manage documentation, chart auditing, and operational workflows through artificial intelligence. The platform reduces administrative burden, improves documentation quality, strengthens compliance readiness, and drives operational efficiency through AI-native workflow automation.

We operate at the intersection of healthcare operations, clinical workflows, artificial intelligence, and real-world adoption, where success depends on trust, sustained usage, measurable outcomes, and deep workflow integration.

We are seeking a Customer Success Manager to drive customer adoption, retention, expansion, and long-term customer outcomes across the Clinically AI platform. This is a strategic, customer-facing role that sits at the intersection of customer success, workflow adoption, implementation execution, AI enablement, and revenue growth.

If you're the right person for this role, you think in terms of workflows, systems, and measurable outcomes rather than accounts or activity alone. You bring experience in Customer Success, Account Management, Implementation, Consulting, or similar customer-facing roles within SaaS, healthcare technology, or workflow-driven software environments. You have a proven track record of driving adoption, retention, renewals, expansion, and customer outcomes while managing complex stakeholder relationships across customer organizations.

You are comfortable operating cross-functionally with Sales, Product, Implementation, Support, and Engineering teams and thrive in fast-paced, high-accountability environments where priorities evolve quickly. You actively use AI tools in your daily workflow to improve productivity, communication, analysis, and execution, and you understand how AI can be embedded into real-world operational workflows to create measurable value.

In this role, you will own customer adoption, retention, expansion, and long-term value realization across an assigned book of business. You will serve as the primary advocate for your customers while ensuring they achieve the specific goals and outcomes that drove their decision to partner with Clinically AI. You will guide customers from implementation through renewal and expansion, ensuring AI becomes embedded into daily operations and delivers measurable business impact.

This role is central to Clinically AI's "Be Used" strategy, helping healthcare organizations confidently adopt AI technology, build AI capability across their teams, and realize meaningful operational transformation. Success in this role is measured by customer adoption, retention, expansion revenue, customer health, Success Criteria achievement, and long-term customer outcomes.

KEY ATTRIBUTES TO SUCCEED

• Customer Outcome Orientation You focus on measurable outcomes, value realization, and customer impact rather than activity metrics or relationship management alone.

• Workflow-Centered Thinking You understand how healthcare organizations operate in real clinical and administrative environments and how AI must integrate into those workflows to create lasting value.

• AI-Native Execution You actively use AI tools in your daily workflow to improve speed, effectiveness, communication, and operational execution.

• Systems Thinking You understand how implementation, adoption, utilization, customer health, retention, and expansion connect into a unified customer lifecycle.

• Communication & Influence You communicate effectively across clinicians, executives, administrators, IT stakeholders, compliance leaders, and internal teams while driving alignment and execution.

• Customer Advocacy You naturally champion customer needs internally while balancing business objectives and ensuring customers receive exceptional outcomes.

• Startup Adaptability You thrive in ambiguity, rapid iteration cycles, evolving priorities, and high-accountability environments.

REQUIRED

• 4+ years of experience in Customer Success, Account Management, Implementation, Consulting, or similar customer-facing roles within SaaS, healthcare technology, or workflow software environments

• Experience driving customer adoption, retention, renewal, expansion, or customer outcome initiatives

• Experience managing customer relationships across multiple stakeholder groups

• Experience working cross-functionally with Sales, Product, Implementation, Support and Engineering teams

• Strong communication and stakeholder management skills

• Experience operating in fast-paced, high-accountability environments

• Active use of AI tools in your daily workflow

• Ability to travel periodically for customer meetings, conferences, and strategic engagements

PREFERRED NOT REQUIRED ( Nice to Have )

• Healthcare technology, clinical operations, compliance, or behavioral health experience

• Experience with AI-powered or workflow automation platforms

• Experience in enterprise or mid-market SaaS environments

• Experience with onboarding, implementation, or change management

• Experience operating in regulated or operationally complex industries

This is a full-time hybrid role based in San Diego, CA, with onsite work required Monday through Thursday.

We offer competitive compensation, equity participation, healthcare coverage, and flexible time off. The base salary range for this role is $95,000–$135,000 annually, depending on experience, customer success expertise, healthcare technology background, and demonstrated ability to drive adoption and retention outcomes in workflow-driven environments. In addition, performance-based variable compensation is tied to customer retention, adoption, expansion, and customer health outcomes, with a bonus structure of 10%–20% of base salary at target performance. In certain cases, candidates outside this range may be considered if their background in healthcare technology, enterprise customer success, workflow transformation, or AI adoption strongly aligns with the needs of the role.

The interview process includes conversations focused on customer success execution, workflow adoption, stakeholder management, and operational thinking. Final candidates will complete a Customer Adoption & Workflow Strategy exercise, presenting a structured approach to onboarding, adoption scaling, customer health tracking, and expansion identification in a healthcare AI environment.

Due to high interest, we will only respond to candidates who meet the basic qualifications.

Clinically AI provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or genetics.