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About The Position
ICU clinicians make hundreds of high-stakes decisions every shift. Our clinical decision support software helps them make those decisions faster, safer, and with greater confidence — whether they’re managing a 2-kilogram neonate in the NICU or a 70-year-old post-surgical patient in a MICU. As a Clinical Success Manager, you’ll help our customers leverage the Etiometry platform to achieve their clinical goals and improve patient outcomes. We’re a mission-driven, growth-stage company with a proven install base and an aggressive expansion roadmap. You’ll be joining a high-performance team that values clinical credibility, intellectual curiosity, and the grit to navigate complex hospital environments.
Requirements
- Bachelor’s degree or higher in a clinical field; active licensure or certification preferred (RN, RT, APP, or equivalent)
- Minimum 3 years of critical care, cardiac care or ICU experience
- Minimum 3 years in customer success, account management, project management, clinical consulting, or clinical dept oversight role (e.g., unit manager, service line director)
- Experience working in the medical software or biomedical device industry
- Strong verbal and written communicator across clinical, technical, and executive audiences; composed, confident and influential in high-stakes conversations
- Ability to quickly develop credibility and respect as a subject matter expert in the use of clinical software to improve clinical workflows and patient outcomes
- Ability to quickly learn software, explain things clearly and effectively train all levels of clinical users
- Comfortable with technical terminology, savvy enough to complete initial troubleshooting and figure out solutions to solve basic system issues
- Familiar with interpreting utilization data, summarizing findings, and using results to recommend reasonable steps to meet established clinical goals
- Demonstrated experience strengthening relationships through strong rapport and collaboration
- Thrives in fast-paced environment with competing priorities and timelines
- Effectively manages daily demands, projects, and accountabilities with autonomy in a field-based role
- Proficient in tools used across clinical and business environments: Microsoft Office, Google Workspace, CRM, Zoom, Teams, SharePoint, analytical software
- Flexible availability, able to travel up to 75% domestically and internationally
Responsibilities
- Serve as the primary clinical relationship owner for assigned partners — strengthening the partnership by proactively identifying adoption barriers, workflow gaps, and opportunities to maximize value realization.
- Partner cross-functionally with Project Management, Application Support, and Clinical Specialist teams to deliver a seamless, high-quality partner experience from onboarding through long-term success.
- Meet with clinical leadership to understand site-specific use cases, operational goals, and pain points; design and deploy targeted plans to resolve issues.
- Monitor and maintain overall health of the platform and customer satisfaction across assigned accounts.
- Proactively prevent churn by monitoring partner health signals, addressing adoption barriers early, and continuously reinforcing the product’s clinical value in daily workflows.
- Develop and execute partner-specific success plans that map clinical goals to product capabilities and measurable outcomes — updated regularly based on usage data and stakeholder feedback.
- Analyze and present utilization and adoption trends to demonstrate ROI and highlight progress toward clinical objectives.
- Capture feedback including clinical success stories, UI changes and feature enhancement requests.
- Identify and coordinate resolution for technical and access issues, perform basic troubleshooting, respond with urgency and transparency — keeping partners informed, expectations aligned, and satisfaction protected throughout.
- Support clinical training objectives by presenting platform overviews and basic training to clinical faculty or department meetings and providing supplemental education sessions on the unit as needed.
- Bring awareness to Etiometry’s other products and services, including clinical pathways, cardiogenic shock reports and clinical documentation improvement.
- Partner with sales to lead Quarterly Business Reviews (QBRs) with clinical and operational stakeholders.