Enterprise Customer Success Manager – AI-native

Responsibilities

• Own value creation and drive adoption, retention, renewals, and expansions across a portfolio of hospitals and health systems for the Incredible Health Career Marketplace and Incredible Health Lyn.
• Serve as a strategic advisor from post‑onboarding through renewal, including optimizing hiring funnels, rolling out new capabilities, refining processes, and aligning to system‑level workforce goals.
• Lead executive engagement with regular executive business reviews, clear success plans, and decisive follow‑through.
• Use AI daily, including building AI agents and workflow automations that accelerate reporting, insights, and client execution.
• Translate data into clear narratives and action plans that earn buy‑in from clinical, human resources, and C‑suite leaders.
• Navigate complex stakeholder landscapes across multiple sites and service lines, including setting shared goals, unblocking dependencies, and delivering timely outcomes.
• Partner cross‑functionally to deliver a unified, high‑quality client experience and capture voice‑of‑customer insights to inform roadmaps and service improvements.
• Operate with autonomy and creativity, communicating proactively and moving fast without sacrificing quality.

Requirements

• At least three years of experience in client success, consulting, relationship sales, or account management serving enterprise healthcare systems, with a track record of retention and expansion.
• Demonstrated success providing consultation to senior‑level executives.
• Proven achievement against revenue retention and growth targets.
• Hands‑on, AI‑forward operator who enjoys experimenting, iterating, and building simple agents and automations to scale your workflow and improve client outcomes.
• Skilled in change management, enablement, and guiding healthcare systems through AI adoption with care, clarity, and guardrails.
• Analytical, curious, and structured, able to turn complex data into focused insights and decisive next steps.
• Highly proactive and self‑directed. You're organized, calm under pressure, and skilled at prioritizing in fast‑moving environments.
• Background in healthcare technology and/or experience in nursing or recruiting is highly preferred.
• Willing to travel up to 25% of the year.