Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.
Join our Customer Success Organization to help health systems improve inpatient flow and care progression across the patient journey, from admission and bed placement through discharge and transition to the next setting of care. We partner with clinical and operational leaders to reduce avoidable delays, strengthen care coordination, and improve measurable patient and operational outcomes.
As a Senior Clinical Customer Success Manager, you will own a portfolio of health system relationships and serve as a trusted clinical and strategic advisor. You will bring established expertise in patient throughput and/or care progression, translate clinical workflow challenges into practical solutions, and help customers achieve sustained technology adoption and value.
WHAT YOU'LL DO
- Lead clinical customer success for a portfolio of health systems, aligning customer goals, platform adoption, account health, and value realization through clear success plans and ongoing follow-through.
- Advise nursing, physician, case management, utilization management, population health, and operational leaders; connect frontline workflow needs with executive priorities.
- Assess and redesign patient progression workflows, including interdisciplinary rounds, expected discharge dates, discharge readiness, barrier escalation, and coordination across acute and post-acute settings.
- Help customers identify and resolve throughput and care transition bottlenecks, such as ED boarding, delayed bed placement, transfer delays, avoidable inpatient days, and delayed post-acute referrals or placement.
- Partner with case management and care coordination teams to strengthen discharge planning, referral management, post-acute provider selection and acceptance, and handoffs to the next setting of care.
- Lead workflow adoption and change management through on-site observation, stakeholder engagement, clinical champions, education, and sustained follow-up.
- Partner with Product, Onboarding, and other Customer Success teams to translate frontline challenges and customer feedback into actionable workflow and solution improvements.
- Establish baseline measures and track results using platform adoption and clinical operations data, including length of stay, avoidable days, discharge delays, referral turnaround, and care transition efficiency, as relevant to each customer.
- Lead executive business reviews that connect adoption and workflow changes to operational outcomes and customer value; present concise recommendations, risks, owners, and next steps.
- Develop reusable clinical best practices, customer education resources, and workflow playbooks that support patient progression, care coordination, and continuity of care.
- Identify adoption barriers and account risks early, coordinate resolution across internal and customer teams, and maintain accountability for agreed actions and outcomes.
WHAT YOU'LL BRING
- Active clinical license and a Master's degree (or higher) in nursing, healthcare administration, public health, business administration, or a related field required; Candidates actively enrolled in a relevant Master's program may qualify with documentation of active enrollment and demonstrated progression toward completion.
- 7+ years of progressive clinical and operational experience, including direct responsibility for patient progression, care coordination, case management, and/or population health initiatives connected to acute care and care transitions. Experience must demonstrate increasing scope, leadership, and measurable workflow improvement.
- Established operational expertise in at least one of two areas: (1) inpatient throughput and patient flow, including capacity management, bed placement, interdisciplinary progression, discharge readiness, and escalation of delays; or (2) care progression and transitions, including case management, discharge planning, post-acute referrals and placement, and coordination across settings. Candidates must be able to assess these workflows and advise health system teams upon entry to the role.
- Demonstrated ability to interpret clinical operations and platform adoption data, identify drivers of variation, and translate findings into practical recommendations and measurable improvement plans.
- Direct experience partnering with nursing, physicians, case management, social work, utilization management, and operational leaders to resolve barriers to timely, appropriate care progression.
- Experience using healthcare technology, analytics, or workflow platforms to improve clinical operations, with the ability to connect platform capabilities to real clinical workflows and drive sustained user adoption.
- Strong executive presence and clear written and verbal communication, including the ability to synthesize a complex clinical scenario into a concise executive summary with evidence, recommendations, and next steps.
- Demonstrated success leading interdisciplinary workflow improvement and influencing change across complex health system environments, including stakeholders who do not report to you.
- Working experience with EHR systems such as Epic or Cerner and their patient flow, discharge planning, or care management workflows.
- Ability to independently manage a portfolio of complex customer relationships, prioritize competing needs, maintain clear action plans, and follow issues through to resolution.
- Practical understanding of how population health, social determinants of health, post-acute access, and community resources affect discharge planning, care continuity, and readmission risk.
- Willingness and ability to travel approximately 50% of the time, with flexibility to exceed 50% based on customer and business needs, including on-site workflow assessments, customer meetings, training, and key adoption initiatives.
BONUS POINTS IF YOU HAVE
- Relevant clinical certification, such as Nurse Executive, Certified Case Manager (CCM), Accredited Case Manager (ACM-RN), or board certification in a clinical specialty.
- Customer-facing experience in healthcare SaaS, technology, or consulting, with demonstrated responsibility for health system relationships, post-go-live adoption, and customer value.
- Formal leadership experience in throughput, case management, utilization management, care coordination, population health, or hospital operations.
- Experience spanning both inpatient throughput and care transitions, including use or implementation of post-acute referral and placement platforms.
- Lean, Six Sigma, or other formal process improvement training applied to patient flow or care transition workflows.
- Experience leading workflow transformation across multiple hospitals or an integrated delivery network