Customer Success Executive

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Cytovale

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🏥 Healthcare

🧬 Biotechnology

🔧 Hardware

💰 Venture Round - CytoVale on 2025-04

Healthcare • Biotechnology • Hardware

Cytovale is a medical diagnostics company that develops and commercializes IntelliSep, an FDA-cleared rapid in vitro diagnostic test and accompanying medical device that risk-stratifies adult emergency department patients for sepsis by analyzing biomechanical properties of white blood cells and immune activation, delivering results in about 8 minutes to accelerate treatment and improve clinical and operational outcomes. The company serves physicians, nurses, laboratorians, and hospital administrators and emphasizes real-world evidence showing reduced mortality, shorter stays, and improved ED throughput.

📋 Description

• Establish executive working relationships with executive sponsors, laboratory leadership, clinical stakeholders, information technology teams, and operational leaders • Establish governance structures and communication plans across customer and Cytovale stakeholders • Lead executive communications, governance meetings, implementation updates, risk discussions, and customer business reviews • Develop and maintain integrated implementation project plans across customer and Cytovale workstreams • Orchestrate cross-functional implementation workstreams across Laboratory, Clinical, Technical Service & Support, Customer Service, Information Technology, Data Science, Sales, and other functions • Identify implementation risks, develop mitigation plans, coordinate resources, remove barriers, and drive issue resolution • Guide customer stakeholders through milestones, responsibilities, dependencies, decision points, and expectations • Lead organizational readiness planning, workflow integration, operational planning, change management, and go-live readiness • Maintain accountability for implementation execution, commitments, milestones, dependencies, schedule, documentation, and launch readiness • Align customer and internal teams around implementation objectives, adoption goals, success metrics, and long-term operational outcomes • Monitor implementation progress, program health, adoption metrics, implementation KPIs, and readiness throughout the customer lifecycle • Lead customer governance meetings, KPI reviews, executive business reviews, and success planning sessions • Coordinate reviews of implementation progress, adoption trends, customer feedback, and continuous-improvement opportunities • Lead executive-level customer escalations and coordinate cross-functional response plans • Capture customer feedback, identify implementation trends, and improve implementation processes and customer experience

🎯 Requirements

• Bachelor's degree in healthcare, life sciences, nursing, business, engineering, or a related field • Minimum of 10 years of experience leading enterprise healthcare technology implementations, implementation program management, customer success, clinical operations, laboratory operations, or customer-facing leadership roles • Demonstrated success implementing complex medical technologies within acute care hospitals or integrated delivery networks • Experience leading enterprise implementations involving executive, laboratory, clinical, operational, and information technology stakeholders across multiple concurrent workstreams • Exceptional presentation, communication, executive facilitation, stakeholder management, and influence skills • Strong enterprise implementation program management, organizational, governance, and problem-solving abilities • Experience developing integrated implementation project plans, managing critical path activities, facilitating governance meetings, tracking action items, and leading multiple complex customer implementations simultaneously • Ability to lead cross-functional implementation programs through influence rather than direct authority in a fast-paced, high-growth environment • Advanced proficiency in Microsoft Office • Ability to independently develop executive presentations, implementation project plans, dashboards, implementation documentation, and customer-facing materials • Approximately 10–20% travel required

🏖️ Benefits

• Competitive salary and benefits package, commensurate with experience • Remote, field-based position • Travel opportunities to customer sites, executive business reviews, and strategic customer engagements