Customer Success Specialist

About the Job

As the Customer Success Specialist, you will play a critical role in supporting health systems, IT teams, providers, and clinic staff both remotely and on-site. By following our structured onboarding framework, you’ll support the end to end clinical experience and help foster strong customer relationships and positive outcomes. This position reports directly to the Director of Implementation and Customer Success.

This is a remote, US-based position, with regular travel to US customer sites (up to 50%, with higher travel during peak customer implementation periods).

What You'll Do

• Client Onboarding and Implementation: Support the client onboarding process, from leadership conversations, clinical workflow integration, to go-live support.
• Training & Customer Support: Deliver engaging, hands-on training to healthcare providers and clinical staff (in-person and virtually) and provide support for live customers.
• Customer Success: Build strong, long-term relationships with clients; serve as their go-to resource for best practices, product usage, and troubleshooting. Monitor key success metrics and growth, maintaining high customer satisfaction.
• Retention & Growth: Drive adoption and expansion opportunities by understanding each client’s unique needs and aligning them with our solutions.

What You'll Need

• Bachelor’s or Associate’s degree in a healthcare, life sciences, or technical field (e.g., Nursing, Optometry, Biomedical Engineering, Public Health), or equivalent clinical experience.
• Understanding of healthcare environments and clinical workflows
• Familiarity with EHR systems and clinical data privacy standards (e.g., HIPAA)
• Excellent communication, presentation, and relationship-building skills
• Ability to manage multiple projects with strong attention to detail
• Medical assistants, ophthalmic technicians, and clinical support staff are strongly encouraged to apply.
• Experience in customer