Customer Success Manager

About the role

PathAI's mission is to improve patient outcomes with AI-powered pathology.

Our platform promises substantial improvements to the accuracy of diagnosis and the efficacy of treatment of diseases like cancer, leveraging modern approaches in machine learning and artificial intelligence. We have a track record of success in deploying AI algorithms for histopathology in translational research, pathology labs and clinical trials.

Rigorous science and careful analysis is critical to the success of everything we do. Our team, composed of diverse employees with a wide range of backgrounds and experiences, is passionate about solving challenging problems and making a huge impact on patient outcomes.

We're looking for a Customer Success Manager to join our team and help support our digital diagnostic's customers, including our commercially deployed AI product portfolio and Digital Pathology Image Management System, AISight. We are looking for someone that is well versed in Customer Success and account management, is well organized, has a sense of drive and an aptitude for learning quickly in a complex space.

Key responsibilities include

• You will build and maintain strong relationships with customers, acting as their primary point of contact, and providing hands-on solutions and support to ensure a high level of customer satisfaction
• You will provide a high level of engagement with stakeholders with proactive communication with customers and internal stakeholders
• You will collect and log customer feedback in Jira to advocate for high-impact requests, driving continuous product improvement and innovation
• You will identify opportunities for contract renewals and new product introductions, working closely with the DDx commercial team to maximize customer value
• You will monitor customer usage and engagement metrics to identify trends, potential issues, and areas for improvement within the product
• You will proactively identify opportunities to enhance customer support and deliver training materials
• You will design and deliver reports and dashboards to track, visualize, and communicate product adoption and usage metrics to customers
• You will provide hands-on technical support to external clients through a support queue, working with customer IT and internal development teams as needed and serving as a point of escalation during an on-call rotation
• You will help with building and maintaining a content library, including training videos, quick start guides, and support templates to improve the overall user experience

Who You Are

(Required)

• You have a Bachelor's in the life sciences, data analytics, computer science (or closely related discipline)
• You have 1+ years of experience in a client-facing role, managing relationships within large, global, and complex organizations
• You have previous internship and/or co-op experience.
• You have a proven track record as a top performer in high-growth startups, excelling in fast-paced, ambiguous environments
• You have a strong analytical skills and operating rigor
• You have a strong executive presence and presentation skills, particularly for in-person meetings with executive, clinical, project and technical stakeholders
• You are proficient in data visualization and dashboarding tools (e.g., Metabase, SQL, Looker, or similar), with a focus on developing scalable reporting frameworks that align internal teams and empower customers
• You have experience handling difficult customer situations and can communicate resolutions on technical and non-technical issues effectively
• You are willing to travel up to 20% of the time

Preferred

• You have strong interpersonal and communication skills, with the ability to explain technical concepts to non-experts and thrive in ambiguous environments.
• You have excellent organizational skills and the ability to prioritize and manage multiple projects efficiently.
• You exhibit a high degree of ingenuity, resourcefulness, and scientific curiosity applied to solving integration challenges and optimizing system performance in a fast paced environment.
• You have demonstrated a strong desire to learn, be challenged, and proactively challenge the status quo.
• You have demonstrated experience, preferably working with a SaaS, digital pathology, diagnostic, medical device (SaMD) or other technical product
• You have a strong understanding of our business and products, and an ability to research /self-start in areas that require learning
• You have enthusiasm and/or experience with AI tools, with a focus on leveraging them to optimize workflows and enhance operational efficiency

• This is a US based remote position.
• Relocation benefits are not available for this position.

Pay and benefits

The expected salary range for this position based on the primary location Boston, MA is $64,500 - $99,000. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.