Client Success Manager

About the role

The Client Success Manager owns the health, performance, and growth of a hospital or territory of hospital partners running Moxi robot fleets. You are both the executive relationship owner and the operator behind the numbers: you run leadership check-ins and quarterly business reviews, translate utilization data into a clear story about value delivered, and drive the projects that resolve issues and lift site performance. Priorities shift, sites behave differently, and the playbook is still being written. The CSMs who thrive here make good decisions with incomplete information and move fast without losing rigor.

Field-based ~75% travel Preference for candidates near a major airport

Responsibilities

• Own executive relationships and the value narrative
  • Serve as the trusted executive contact for each hospital — C-suite sponsors, nursing leadership, and operational stakeholders.
  • Lead recurring leadership check-ins and quarterly business reviews: set the agenda, build the deck, present performance against goals, and close with documented decisions, owners, and next steps.
  • Communicate Moxi's value in each stakeholder's terms — clinical hours returned, delivery volume, staff satisfaction, cost avoidance — continuously, not just at renewal.
• Use data to drive better outcomes
  • Monitor utilization, adoption, and reliability data across your territory; know each site's baseline, trends, and outliers.
  • Diagnose why a site underperforms, run the intervention, and measure whether it worked.
  • Set and track site-level performance targets with partners, and report on progress honestly in every leadership conversation.
  • Surface cross-account patterns that should shape product priorities and playbooks.
• Project manage to drive down issues and lift performance
  • Run a prioritized book of work per account — open issues, improvement projects, use case activations — with clear owners, dates, and status visible internally and to the client.
  • Drive issue resolution end to end: intake, triage, escalation, resolution, and closing the loop.
  • Coordinate operations, support, engineering, product, and growth to unblock sites, without direct authority over any of them.
• Grow adoption and expand the footprint
  • Partner with clinical teams on staff training, workflow fit, and creative solutions that deliver measurable outcomes.
  • Discover, prioritize, and activate new use cases; maintain use case libraries and account action plans, aligned to new product releases.
  • Work with operations and growth to identify fleet expansion opportunities and supply the performance evidence that makes the case.
• Operate as a Diligent teammate
  • Manage client success operations across multiple hospitals in your territory, contribute to colleagues' development and the client success playbook, and drive outcomes that ladder up to company OKRs.

Requirements

• Comfort in a fast-paced, ambiguous environment — you adapt when priorities change, operate without a finished playbook, and stay organized when several sites need you at once.
• Data fluency — you work confidently in dashboards and spreadsheets, and know the difference between reporting a number and explaining what it means.
• Executive presence — you can hold a room with hospital executives, tell a crisp story with data, and handle hard conversations directly.