Customer Success Manager

Customer Success Manager

At Rad AI, we're on a mission to transform healthcare with artificial intelligence. Founded by a radiologist, our AI-driven solutions are revolutionizing radiologysaving time, reducing burnout, and improving patient care. With one of the largest proprietary radiology report datasets in the world, our AI has helped uncover hundreds of new cancer diagnoses and reduced error rates in tens of millions of radiology reports by nearly 50%.

Rad AI has secured over $140M in funding, including a recently oversubscribed Series C ($68M round) led by Transformation Capital, bringing our valuation to $528M. Our investors include Khosla Ventures, World Innovation Lab, Gradient Ventures, Cone Health Ventures, and othersall backing our mission to empower physicians with cutting-edge AI.

Our latest advancements in generative AI are used by thousands of radiologists daily, supporting more than one-third of radiology groups and healthcare systems and nearly 50% of all medical imaging in the U.S. at partners including Cone Health, Jefferson Einstein Health, Geisinger, Guthrie Healthcare System, and Henry Ford Health.

Recognized as one of the most promising healthcare AI companies by CB Insights and AuntMinnie, and ranked by Deloitte as the 19th fastest-growing company in North America, we are building AI-powered solutions that make a real impact. Most recently, Rad AI was named to CNBC's Disruptor 50 list, highlighting the innovation and momentum behind our mission.

If you're ready to shape the future of healthcare, we'd love to have you on our team!

We are seeking an experienced and dynamic Customer Success Manager to join our small but growing team. In this high-visibility role, you'll deliver unmatched service and attention to our rapidly expanding customer base of radiology groups and hospital systems, helping drive success at the forefront of generative AI-driven healthcare innovation.

The ideal candidate has a proven track record of driving customer adoption, retention, and expansion within high-growth healthcare AI and SaaS companies. This role will be responsible for building strong executive relationships with customers, demonstrating ROI and impact of our solution, fostering cross-functional collaboration to maximize customer value, positioning customers for upsell and cross-sell opportunities, and turning customers into enthusiastic advocates.

What You'll Be Doing:

• Serve as a trusted advisor to Rad AI's customers through the entire post-implementation lifecycle including product adoption, value realization 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.
• Hold Strategic Business Review meetings to secure renewals and generate growth opportunities
• Become the trusted partner for the customer on use cases 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.

Who We're Looking For:

• Bachelor's degree or above.
• 3+ years of relevant customer success experience 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.
• Ability to build and maintain relationships with all functions and areas of the company to share in challenges and successes, and work collaboratively towards common goals.
• Ability to work in the Western time zone.

Nice To Haves:

• Experience in a high-growth startup environment.
• Demonstrated record of identifying expansion and cross-sell opportunities.
• Knowledge of the healthcare industry and AI technology.
• Prior professional consulting or healthcare software implementation experience.
• Previous experience as a radiology technologist is highly preferred.

Join our world-class team as we build and deploy AI solutions that empower physicians and transform patient caremaking a meaningful impact on millions of lives. Driven by our mission, we prioritize transparency, inclusion, and close collaboration, bringing together exceptional people to revolutionize healthcare. If you're passionate about driving innovation and delivering impactful healthcare solutions, we'd love to hear from you!

Location Details:

• For roles listed as San Francisco - Onsite:
• This role will be based in our San Francisco office and we expect employees to work onsite four days per week. The remaining time may be worked remotely or onsite, depending on team and business needs.
• For roles listed as United States - Remote:
• This role is open to candidates located anywhere in the United States.
• For roles listed as San Francisco - Onsite + United States - Remote:
• We will prioritize candidates who can work onsite four days per week in San Francisco, while also considering remote candidates located anywhere in the United States.

For US-Based Full-Time Roles, Rad AI offers a variety of benefits, including:

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA (with employer match), FSA, & DCFSA
• 401(k)
• 11 Paid Company Holidays
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend
• For roles based outside the US, your recruiter can share more details

At Rad AI, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Please be vigilant regarding job scams. We advise all candidates to apply directly through our official careers page. Our recruiters will use email addresses with the domain @radai.com or View email address on click.appcast.io.