Customer Success Manager - Healthcare SaaS

Join us on our mission to bring world-class healthcare to everyone. Join us on our mission to bring world-class healthcare to everyone. We believe healthcare can be better. As a team, we hold a high bar, act with urgency, and grow together. We believe healthcare can be better. As a team, we hold a high bar, act with urgency, and grow together. Culture Our values We ask hard questions, obsess over the details, practice constructive feedback, and never forget to say thank you. We ask hard questions, obsess over the details, practice constructive feedback, and never forget to say thank you. Quality We have high expectations for our product and for each other. We're building a platform that helps doctors diagnose and treat patients — ensuring the highest standard of quality is our top priority. Action We lean toward action over deliberation. We take action when we can learn from mistakes, prioritizing thoughtful analysis for more consequential decisions. Improvement We always strive to improve both the product and ourselves. We believe in a culture of radical transparency and consistent feedback. Community We believe our best work happens through inspiration from each other. We invest in meaningful time together to build relationships both internally and externally. How we work We're curious We show attention to detail We're resourceful We give and receive constructive feedback We proactively express gratitude Total rewards Perks and benefits Competitive salary and equity Medical, dental, and vision insurance 18 PTO days + 10 holidays + holiday break Monthly health & wellness budget Team retreats, social events, and celebrations Free lunches, beverages, and snacks in office Relocation support Semi-annual travel budget for team co-working weeks 6 annual remote work weeks Sabbatical program at 5 years Open roles Find your place on the team Customer Success Manager - Healthcare SaaS Location Type Remote Department Customer Success Compensation At Regard, we carefully consider a wide range of factors when determining compensation, including your skills, qualifications, location, and experience. We expect the base salary for this position to be in the range of $120,000 to $140,000. The base pay range is subject to change and may be modified in the future. As a Customer Success Manager at Regard, you will own the full customer journey from integration and onboarding, to renewal and expansion. You will be accountable for the overall health of the account by fostering relationships across key client stakeholders, producing and delivering impact analyses for Quarterly Business Reviews (QBRs), and identifying opportunities for account growth and expansion. This role will report to the Director of Customer Success, and will work closely with implementation, sales, marketing, training, product and technical teams to ensure a world-class client experience. This role requires recent experience working with clinical leaders in the acute care setting as well as experience with Epic or Cerner EHR integrations. About Regard Regard's mission is to bring world-class healthcare to everyone. Our technology reasons through a patient's entire medical record to recommend diagnoses that would otherwise be missed, in real time at the point of care, during chart review, and in population-wide screening to identify patients who qualify for lifesaving treatment. We work alongside some of the top health systems in the country to lead the change this industry needs. We're excited by challenges, mission-oriented work, and meaningful relationships. We want you to join us.

Responsibilities

Oversee and manage the full customer lifecycle from technical integration, to implementation and user training, to renewal and expansion Establish clear retention goals and renewal milestones for the client Regard team to work toward Build and foster relationships with client leadership to position them as product promoters and champions so they can share the product's benefit and value across users and stakeholders Review and monitor customer user feedback and concerns and seek to improve all aspects of the customer experience Lead project progress tracking across internal development teams and client stakeholders to ensure timely and effective delivery Maintain a detailed understanding of Regard products and services, assist customers with questions and suggest the best solution for their needs Optimize existing processes within the company and actively enhance all Customer Success initiatives Minimum Qualifications 3+ years professional experience in healthcare customer success Experience working with the acute care setting within the past 2 years Experience with inpatient Epic or Cerner EHR integrations in the past 2 years Expert in leading meetings with healthcare client stakeholders and leadership at large and complex health systems, including experience working with clinical leaders in an acute care hospital setting Strong proficiency in Excel, analytics, and modeling Track record of fostering productive, long-term business partnerships Must be based in MT, CT, or ET time zones, located within 50 miles of a major airport Willing to travel to client sites as needed (up to 30%)

Preferred Qualifications

Experience with clinical informatics Ability to respectfully debate ideas, take pragmatic approaches, and work hard to accomplish goals with your team Passionate about learning, improving, and helping your team do the same Excited about working with a nimble, small team in a dynamic startup environment Experience in healthcare project management Comfortable working with AI tools Location | Work Authorization For this role, Regard is currently only considering candidates who are authorized to work in the US without visa sponsorship For those who enjoy working from our Manhattan office on a more regular basis, we offer catered lunches and other fun perks Additionally, hybrid employees have the flexibility to work from locations outside of their home office from up to 6 weeks per year Eligible for equity Eligible for an annual performance bonus, contingent upon the company achieving ARR targets 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription 18 PTO days/yr + 1 week holiday break Monthly health & wellness budget Company-sponsored team retreat + social events A sabbatical program Our goal at Regard is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. Regard is proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. We celebrate diversity and are proud of our supportive, inclusive workplace. All candidates must successfully complete a background check as part of the hiring process. Experience: 3 years required