Senior Clinical Customer Success Manager, iQueue for Inpatient Flow

Remote

Full-Time

Senior (7+ yrs)

Customer Success & Support

Posted on May 27, 2026

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, 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 Team, where we partner with health systems to make a real impact on patient care by improving bed allocation and streamlining the patient journey. We’re focused on driving meaningful change that boosts efficiency, ensuring patients get the right care at the right time without unnecessary delays.

In this role, you will serve as the main point of contact and trusted clinical strategic advisor for a portfolio of enterprise health system accounts post-implementation. This role combines a deep understanding of hospital operations with commercial Customer Success expertise, partnering with C-suite executives and unit-level leaders to transform bed capacity management, drive software adoption, and achieve measurable ROI. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board!

WHAT YOU'LL DO

Lead long-term clinical customer success across a portfolio of enterprise health systems, driving software adoption velocity, account health, value realization, and retention post-implementation through influence without authority.

Conduct Executive Business Reviews and ongoing strategic discussions with hospital executive leadership (CNOs, COOs, CFOs) to align product performance with business goals, capacity management strategy, and financial ROI.

Lead customer engagements evaluating technology-enabled clinical workflows; address frontline throughput barriers, including Emergency Department boarding, transfer center delays, PACU holds, and discharge planning, to optimize patient progression and bed turn times.

Serve as a trusted clinical advisor to clinical leadership, case management, utilization management, physician teams, and interdisciplinary care teams; tailor communication effectively between operational unit leads and strategic executive buyers.

Analyze client EHR performance data (Epic, Cerner) alongside platform usage metrics to evaluate clinical adoption, track pre- and post-implementation baselines, and surface opportunities for continued improvement.

Contribute to the development of clinical best practices, customer education resources, and technology-enabled workflow strategies that support improved care coordination, patient progression, and healthcare delivery outcomes.

Partner with internal Product, Onboarding, and Customer Success teams to ensure frontline clinical challenges and customer feedback directly influence product roadmap decisions and clinical best practices.

WHAT YOU'LL BRING

Active Registered Nurse (RN) license and Bachelor of Science in Nursing required. PA-C / NP with relevant acute hospital operations experience accepted. An advanced degree (e.g., MSN, MBA, MHA, DNP, PhD) is strongly preferred

7+ years of direct operational experience in an acute care hospital setting (e.g., ICU, ED, PACU, Transfer Center, House Supervision, or Nursing Operations leadership) with proven growth into larger clinical roles

3+ years in a customer-facing role at a healthcare SaaS, technology, or consulting firm, with demonstrated success managing external health system accounts, driving post-go-live adoption, and maintaining account health

An articulate communicator and skilled relationship builder with a track record of confidently presenting operational strategies, business cases, and data insights directly to C-suite executives

Experience collaborating with interdisciplinary teams including nursing leadership, physician teams, case management, utilization management, and operational stakeholders and guiding teams through operational change

Skilled at analyzing workflow challenges and leading process improvement efforts within complex clinical settings

A data-driven mindset, with fluency in healthcare data analysis and performance metrics to guide smart, evidence-based decisions

Experience working with EHR systems such as Epic, Cerner, or similar platforms

Excellent organizational skills with the ability to manage multiple customer priorities and initiatives simultaneously

Passion for improving healthcare delivery, patient outcomes, and operational efficiency through collaboration, workflow transformation, and technology

Willingness to travel 25-50% of the time

BONUS POINT IF YOU HAVE

Board certification in a clinical specialty

Lean, Six Sigma, or formal process improvement training

Experience supporting organizational change management or large-scale workflow transformation initiatives

WHAT YOU'LL GET

Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!

Competitive compensation package that includes base salary, target bonus, and stock options

401(k) Match

Comprehensive healthcare benefits

Generous Paid Time Off and Parental Leave

Monthly reimbursement for Skill Building