Customer Success Executive (Healthcare AI)

TL;DR

Customer Success Executive (Healthcare AI): Driving adoption and retention of the Nurse Co Pilot AI solution across hospital systems with an accent on clinical value and operational efficiency. Focus on leading complex implementations, building relationships with nursing executives, and translating clinical feedback into product roadmaps.

Location: Must be based in Palo Alto, CA (onsite 5 days a week)

Company

Leading generative AI company in healthcare building a safety-focused LLM to transform patient outcomes on a global scale.

What you will do

• Lead the implementation and onboarding of the Nurse Co Pilot product for hospital and health system customers.
• Build trusted relationships with CNOs, nurse leaders, and clinical operations teams to drive adoption.
• Partner cross-functionally with Product, Engineering, and Clinical teams to influence the product roadmap based on customer feedback.
• Drive customer retention and expansion by identifying opportunities to grow the product footprint across departments.
• Manage complex deployment projects coordinating across hospital IT, nursing education, and clinical leadership.
• Implement customer success metrics to measure utilization, clinical outcomes, and measurable ROI.

Requirements

• Active RN license with a BSN (minimum) is required.
• 5-8 years of experience in customer success or strategic account management, with 5+ years in leadership positions.
• Experience in virtual nursing, telehealth, or AI-enabled clinical technologies.
• Proven project management experience managing multi-stakeholder implementations.
• Ability and willingness to travel up to 25% for customer on-sites.
• Location: Expected to be in the Palo Alto office five days a week.

Nice to have

• Leadership experience in a clinical setting (e.g., charge nurse, nursing supervisor, or CNO).
• Experience presenting at healthcare technology conferences like HIMSS, AONL, or ANA.
• Prior experience in customer success or implementation within a SaaS or healthtech company.
• Background in nursing informatics or clinical workflow design.