Customer Success Team Lead

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The Customer Success Team Leader is responsible for guiding and overseeing a team of Customer Success Managers (CSMs) in delivering exceptional customer experiences, driving adoption, value realization, and achieving business outcomes across our portfolio.

As a Team Leader, you’ll develop talent, manage day-to-day operations, and ensure your team supports customers through every phase of the journey. You’ll help align team efforts with strategic goals, focusing on retention, growth, and long‑term customer satisfaction.

About Aidoc: Aidoc helps health systems deliver smarter and faster care with AI-powered clinical decision support. Our proprietary aiOS™ platform integrates real‑time intelligence into provider workflows, supporting physicians in making faster clinical decisions for over 45 million patients a year. With the most FDA‑cleared AI solutions in its category, Aidoc serves more than 150 health systems worldwide.

Responsibilities

• Team Leadership: Manage, coach, and support a team of Customer Success Managers, ensuring they are empowered to meet goals and grow professionally.
• Customer Advocacy: Act as an escalation point for key customers, helping your team navigate challenges and proactively drive resolution.
• Account Management: Directly manage a subset of strategic or high‑impact accounts, ensuring strong executive relationships and delivering measurable value.
• Performance & Metrics: Monitor team KPIs (e.g., Net Retention, Health Scores, Adoption Metrics, Value Realization), drive accountability, and report on performance regularly.
• Onboarding & Enablement: Support new team members through onboarding and ongoing learning programs to ensure ramp‑up and effectiveness.
• Planning & Forecasting: Contribute to quarterly planning, headcount forecasting, and strategic initiatives to support scalability and growth.
• Process & Playbooks: Collaborate with CS leadership to standardize and improve workflows, playbooks, and success plans across the team.
• Cross‑Functional Partnership: Work closely with Sales, Product, Support, and Marketing to ensure seamless customer experiences and feedback loops.
• Customer Engagement Strategy: Define and execute engagement models by segment, maturity, or product line.
• Customer Risk Management: Proactively identify at‑risk accounts and collaborate to mitigate churn through tailored success strategies.

Requirements

• 5+ years of experience in Customer Success, Account Management, or similar client‑facing roles (or 2.5+ years in similar roles at Aidoc).
• 1+ year of team leadership experience, formal or informal, with a passion for coaching and mentoring.
• 2.5+ years of experience in Healthcare and AI industries.
• Strong organizational skills and attention to detail in fast‑paced environments.
• Excellent communication and relationship‑building skills with cross‑functional teams and external stakeholders.
• Comfortable using CS tools such as Gainsight, Catalyst, or Salesforce.
• 25–50% travel.
• Based in the Northeast U.S. or Florida and within reasonable distance of a major airport.

Preferred Qualifications

• Experience in a B2B SaaS company or managing enterprise customer relationships.
• Familiarity with customer lifecycle management, success planning, and journey mapping.
• Demonstrated success improving customer retention and expansion.

Working at Aidoc

We’re a dynamic, collaborative, and fast‑growing team of more than 400 global employees, committed to improving healthcare. We’re looking for mission‑driven people excited to make transformative work.

We have offices in Tel Aviv, Barcelona, and New York City, but Aidoc is a remote‑first workplace. We hire U.S.‑based employees across the continental United States, although certain roles may be region‑specific.

What We Offer

• 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, and short‑ and long‑term disability coverage.
• The opportunity to directly improve medical care and impact patient outcomes.

Aidoc is deeply committed to creating an inclusive and diverse workplace, and to the principle of equal opportunity for all individuals. We prohibit harassment of any type as well as discrimination based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.

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