Customer Success Manager (AI Adoption & Customer Outcomes)

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. The company operates at the intersection of healthcare operations, clinical workflows, artificial intelligence, and real-world adoption—where success depends on trust, sustained usage, 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 not a traditional account management role focused on relationship maintenance or reactive support. This role operates at the intersection of customer strategy, workflow adoption, implementation execution, and AI-driven operational transformation. If you're the right person for this role, you think in terms of workflows, systems, and measurable outcomes: not simply accounts or activity. In this role, you will own customer adoption, retention, expansion, and long-term value realization across healthcare organizations using Clinically AI. You will drive onboarding and ongoing workflow integration across clinical, administrative, compliance, and operational stakeholders, ensuring AI becomes embedded into daily operations and delivers measurable impact. You will translate customer workflows, operational challenges, and adoption signals into structured insights that inform both customer success strategy and product direction. You will operate across customers and internal teams to ensure strong adoption, clear execution, and sustained customer outcomes. Success in this role is defined by adoption depth, retention, workflow utilization, customer health, and expansion: not activity volume or account management.

KEY ATTRIBUTES TO SUCCEED

Customer Outcome Orientation You focus on measurable outcomes and operational impact rather than activity or relationship management. Workflow-Centered Thinking You understand how healthcare organizations operate in real clinical and administrative environments and how AI must integrate into those workflows. AI-Native Execution You actively use AI tools in your daily workflow to drive speed, clarity, and operational effectiveness. Systems Thinking You understand how adoption, workflows, product usage, and customer health connect into a single system. Communication & Influence You communicate clearly across clinicians, administrators, executives, and internal teams and drive alignment around decisions and execution. Startup Adaptability You operate effectively in ambiguity, rapid iteration cycles, and evolving priorities.

REQUIRED

4+ years of experience in Customer Success, Account Management, Implementation, Consulting, or similar customer-facing roles in SaaS, healthcare technology, or workflow software environments Experience driving customer adoption, retention, or expansion outcomes Experience working cross-functionally with product, implementation, or engineering teams Strong communication and stakeholder management skills across complex customer environments Experience operating in fast-paced, high-accountability environments Active use of AI tools in your daily workflow 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.