Mid-Market Customer Success Manager

Mid-Market Customer Success Manager ABOUT NABLA We are a team of entrepreneurs, clinicians and engineers committed to bringing back joy to the practice of medicine. Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: the leading AI assistant that’s restoring the human connection at the heart of healthcare. By streamlining clinical documentation, Nabla is helping clinicians focus on what matters most - patient care. Today, over 85,000 clinicians across 130+ healthcare organizations trust Nabla to support how they deliver care every day. We’re at the start of an ambitious journey: Ambient listening, dictation, coding, and command capabilities are all converging into a proactive assistant that intuitively streamlines clinical and financial workflows. Backed by a recent $70M Series C, we’re hiring to build the next generation of clinical AI and improve the lives of clinicians and patients everywhere. This is a great time to join us! JOB OVERVIEW We are seeking an experienced and dynamic Mid-Market Customer Success Manager to join our growing team. In this role, you will be the primary point of contact for our Mid-Market accounts, ensuring their success and satisfaction with Nabla. You will manage relationships with enterprise customers, drive product adoption, be responsible for retention and growth, and work closely with our product team to shape the product roadmap based on customer feedback. KEY RESPONSIBILITIES - Customer Relationship Management: Develop and maintain strong relationships with key enterprise accounts, understanding their needs and helping maximize the impact of our product. Assess and demonstrate value to customer stakeholders, turning pilots into success studies, and developing champions of Nabla’s product. - Provider Onboarding: Lead the onboarding process for new customers, ensuring a smooth transition for all providers and quick adoption of our product. - Performance Tracking: Monitor account health and performance metrics, providing regular reports and insights to internal stakeholders. - Customer Expansion: Collaborate with the sales team to identify and secure expansion opportunities with existing customers. - Feedback and Advocacy: Gather and analyze customer feedback, advocate for customer needs within the company, and collaborate with the product team to shape the product roadmap. QUALIFICATIONS - Experience: 5+ years of experience in customer success, account management, or a related role in B2B SaaS healthcare technology. - Industry Knowledge: Strong experience in and understanding of the healthcare industry and the needs of clinicians. - Communication Skills: Excellent interpersonal and communication skills, with the ability to build trust with a wide range of customer stakeholders. - Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify issues and develop effective solutions. - Technical Aptitude: Ability to quickly learn and understand complex technical products and explain them to non-technical users. Experience with EHR integration is a plus. - Adaptability: Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively. BENEFITS Just like we’re dedicated to supporting doctors’ well-being, ensuring yours is a top priority. We firmly believe that by prioritizing your well-being, we support you to excel in your work. Here are the benefits you get when joining Nabla: - Compensation and Equity: Competitive salary and stock options - Comprehensive Health Plans: 100% individual coverage for Medical, Dental, and Vision insurance - Time Off: Unlimited paid time off and 11 national holidays - Health Comes First: Unlimited sick leave - Parental Leave: Paid leave for new parents - Remote-friendly: $1,500 to purchase home office equipment - Trust & accountability: Ownership of your time and schedule LIFE AT NABLA When you bec ... (truncated, view full listing at source)