Senior Clinical Customer Success Manager, iQueue for Inpatient Flow
WHAT YOU'LL DO
- Lead long-term clinical customer success across a portfolio of enterprise health systems, driving software adoption velocity, account health, value realization, and retention post-implementation through influence without authority.
-
Conduct Executive Business Reviews and ongoing strategic discussions with hospital executive leadership (CNOs, COOs, CFOs) to align product performance with business goals, capacity management strategy, and financial ROI.
-
Lead customer engagements evaluating technology-enabled clinical workflows; address frontline throughput barriers, including Emergency Department boarding, transfer center delays, PACU holds, and discharge planning, to optimize patient progression and bed turn times.
-
Serve as a trusted clinical advisor to clinical leadership, case management, utilization management, physician teams, and interdisciplinary care teams; tailor communication effectively between operational unit leads and strategic executive buyers.
-
Analyze client EHR performance data (Epic, Cerner) alongside platform usage metrics to evaluate clinical adoption, track pre- and post-implementation baselines, and surface opportunities for continued improvement.
-
Contribute to the development of clinical best practices, customer education resources, and technology-enabled workflow strategies that support improved care coordination, patient progression, and healthcare delivery outcomes.
-
Partner with internal Product, Onboarding, and Customer Success teams to ensure frontline clinical challenges and customer feedback directly influence product roadmap decisions and clinical best practices.
WHAT YOU'LL BRING
- Active Registered Nurse (RN) license and Bachelor of Science in Nursing required. PA-C / NP with relevant acute hospital operations experience accepted. An advanced degree (e.g., MSN, MBA, MHA, DNP, PhD) is strongly preferred
-
7+ years of direct operational experience in an acute care hospital setting (e.g., ICU, ED, PACU, Transfer Center, House Supervision, or Nursing Operations leadership) with proven growth into larger clinical roles
-
3+ years in a customer-facing role at a healthcare SaaS, technology, or consulting firm, with demonstrated success managing external health system accounts, driving post-go-live adoption, and maintaining account health
-
An articulate communicator and skilled relationship builder with a track record of confidently presenting operational strategies, business cases, and data insights directly to C-suite executives
-
Experience collaborating with interdisciplinary teams including nursing leadership, physician teams, case management, utilization management, and operational stakeholders and guiding teams through operational change
-
Skilled at analyzing workflow challenges and leading process improvement efforts within complex clinical settings
-
A data-driven mindset, with fluency in healthcare data analysis and performance metrics to guide smart, evidence-based decisions
-
Experience working with EHR systems such as Epic, Cerner, or similar platforms
-
Excellent organizational skills with the ability to manage multiple customer priorities and initiatives simultaneously
-
Passion for improving healthcare delivery, patient outcomes, and operational efficiency through collaboration, workflow transformation, and technology
-
Willingness to travel 25-50% of the time
BONUS POINT IF YOU HAVE
-
Board certification in a clinical specialty
-
Lean, Six Sigma, or formal process improvement training
-
Experience supporting organizational change management or large-scale workflow transformation initiatives
WHAT YOU'LL GET
- Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
- Competitive compensation package that includes base salary, target bonus, and stock options
- 401(k) Match
- Comprehensive healthcare benefits
- Generous Paid Time Off and Parental Leave
- Monthly reimbursement for Skill Building
- Monthly reimbursement for Wellness, Transportation, and/or Home Office
- Education Reimbursement for select courses/programs
As published by lever
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, Portfolio URL, GitHub URL, Other URL
- Privacy Policy: By clicking “I Agree” and submitting your application, you confirm the use of your data in accordance with the LeanTaaS privacy policies at https://leantaas.com/privacy-policy/ and https://leantaas.com/california-human-resources-privacy-policy/. yes / no · optional
- Vaccination Policy: We have an obligation to protect our employees, our customers, and the patients of our customers. We believe vaccination is important, helps protect all, and advocate that everyone who can be vaccinated should be vaccinated. Many roles within our organization necessitate visiting facilities or health system customers with vaccination requirements. Therefore, employees may be required to show proof of being up to date with required vaccinations (e.g., COVID, influenza, etc.) as part of their position. yes / no · optional
- Are you legally eligible to work in the United States? choose one · optional
- Will you now or in the future require sponsorship? choose one · optional
- How did you hear about us? choose one · optional
- If LeanTaaS Employee, please specify their name and how you know them: written answer · optional
- If Other, please provide source: optional
- Which City and State will you be working from? written answer
- Do you have a Bachelor's in Nursing or equivalent nursing degree, or a clinical medical degree? choose one · optional
- Are you currently a licensed Registered Nurse (RN), Advanced Practice Registered Nurse (APRN) or Physician Assistant (PA-C)? choose one · optional
- Are you able and willing to travel 25-50% of the time? choose one · optional