Customer Success Manager (Clinical Client-Focused) CSM

Customer Success Manager (Clinical Client-Focused)

East Coast, United States

At InsightHealth AI, we're pioneering AI solutions to empower clinicians and transform healthcare delivery. Our mission is to reduce administrative burden, improve documentation accuracy, and enable clinicians to focus on what truly matters: patient care.

We partner with leading health systems, medical groups, and digital health innovators to integrate AI-driven clinical intelligence directly into the clinical workflow. Our platform is built by clinicians and engineers who believe healthcare should be smarter, simpler, and more human.

Backed by leading venture firms, we're growing fast and assembling a world-class team passionate about redefining how AI supports the future of medicine.

About the Role

We're seeking a Clinical Success Manager (CSM) to own the full post-sale customer journey from implementation through expansion ensuring that our AI platform drives measurable clinical and operational impact. You'll work closely with clinicians, practice administrators, and cross-functional teams across Product, Engineering, and Clinical Ops to deliver value, deepen adoption, and scale our partnerships.

This is a high-visibility, high-impact role at the intersection of healthcare, technology, and customer success.

What You'll Do

• Lead Implementation & Clinical Onboarding: Serve as the primary point of contact for new clinical partners post-sale. Guide onboarding sessions, configure workflows, and ensure seamless integration into EHR/EMR environments.

• Drive Adoption & Outcomes: Translate technical AI features into real-world clinical value. Monitor usage and outcomes, provide actionable insights, and lead training sessions to deepen engagement across care teams.

• Build Trusted Relationships: Develop deep relationships with clinical and operational stakeholders—from Chief Medical Officers to front-line providers—to ensure retention, satisfaction, and advocacy.

• Measure & Optimize Impact: Track key metrics such as time savings, note accuracy, and documentation completeness. Use data to demonstrate ROI and continuously improve clinical outcomes.

• Own Retention & Expansion: Identify new use cases and departments for expansion, manage renewals, and partner with Sales to drive net revenue retention (NRR).

• Collaborate Cross-Functionally: Partner with Product and Engineering to relay customer feedback, influence roadmap decisions, and ensure a best-in-class experience for clinicians.

• Develop Scalable Success Playbooks: Create repeatable onboarding and engagement frameworks to accelerate success across health system customers.

Who You Are

• 4+ years of experience in Customer Success, Account Management, or Clinical Operations within healthtech, digital health, or clinical SaaS environments.

• Deep understanding of clinical workflows, healthcare data, and EHR/EMR systems (Epic, Cerner, Athena, etc.).

• Proven ability to build relationships with clinical and administrative stakeholders.

• Analytical mindset—comfortable using data to drive decisions, identify adoption patterns, and quantify outcomes.

• Excellent communication skills; able to translate technical capabilities into clinical value.

• Highly organized, proactive, and self-sufficient—thrives in a fast-paced startup environment.

Bonus Points

• Previous experience with AI or ambient documentation tools (e.g., Suki, Freed, Nabla, Hippocratic, Abridge).

• Background as a clinician, clinical operations lead, or healthcare consultant.

• Familiarity with healthcare compliance (HIPAA, PHI, SOC2) and security standards.

• Experience in early-stage or Series A startups.

• Passionate about human-centered technology and improving clinician wellbeing.

Why Join Us

• Join a mission-driven company that's redefining the future of clinical care through AI.

• Collaborate with a talented, compassionate team of engineers, clinicians, and product builders.

• Work remotely with flexible hours and strong ownership of outcomes.

• Competitive compensation and meaningful equity.

• Make a direct impact on clinician wellbeing and patient experience.