Customer Success Manager

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

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Glytec

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2006

🏥 Healthcare

☁️ SaaS

🤖 Artificial Intelligence

Healthcare • SaaS • Artificial Intelligence

Glytec is a healthcare-focused SaaS company that provides an FDA-cleared, cloud-based eGlycemic management platform for collaborative diabetes and insulin dosing across the care continuum. Its EMR-integrated solutions (Glucommander IV/SubQ and Glytec Command Center) use AI/ML-driven predictive analytics and decision support to optimize insulin dosing, reduce hypo/hyperglycemic events, shorten length of stay, and deliver measurable ROI for hospitals and health systems. Trusted by 350+ hospitals and validated by patents and peer-reviewed publications, Glytec targets clinicians and healthcare organizations in the United States.

📋 Description

• Serve as the primary clinical point of contact during and after go-live • Provide glycemic management expertise, best-practice guidance, and workflow integration support through check-ins, site visits, and remote sessions • Guide customers through onboarding and EMR alignment using a standardized implementation project plan • Deliver training through computer-based learning modules, virtual sessions, and onsite education • Stay current on product releases and updates • Monitor account health, utilization, and outcomes metrics • Lead Quarterly Business Reviews and stakeholder check-ins • Identify risks to customer goals and coordinate cross-functional mitigation plans • Build and execute customer success plans addressing utilization targets, adoption barriers, and clinical optimization opportunities • Partner with Partner Growth and Sales to support contract renewals and identify expansion opportunities • Document customer issues in CRM and coordinate resolution across Clinical, Product, Analytics, and Customer Support teams • Share product feedback and enhancement requests with the Product Team and Clinical Review Committee • Grow Glytec’s network of referenceable customers through conferences, research studies, reference calls, and webinars • Report to the Director, Clinical Success

🎯 Requirements

• Legally authorized to work in the United States for any employer • Registered Nurse (RN) licensure with at least 2 years of hands-on clinical nursing experience • 8+ years in Customer Success, Account Management, or Client Services, ideally in B2B SaaS or healthcare technology • Working knowledge of glycemic management and subcutaneous insulin therapy best practices • Familiarity with EHR systems and clinical workflows, including order sets and documentation processes affecting insulin management • Experience guiding clinical and operational staff through adoption of new technology or clinical workflows • Experience delivering clinical recommendations and education to physicians, nurses, and care teams in a consultative setting • Experience developing and delivering training across in-person, virtual, and self-paced formats • Proficiency with CRM systems (e.g., Salesforce), Excel, and PowerPoint • Comfort working with utilization and outcomes data and dashboards • Proven ability to manage a portfolio of accounts with competing deadlines • Strong presentation and facilitation skills for clinical and executive audiences • Experience collaborating with clinical, IT, and administrative teams • Ability to work independently while maintaining a high level of client engagement and professionalism • Bachelor’s degree or equivalent professional experience • Ability to travel domestically up to 50%, with occasional nights and weekends as needed • Nice to have: Background in diabetes care or chronic condition management programs • Nice to have: CDCES or equivalent clinical certification

🏖️ Benefits

• Travel up to 50% for hospital site visits, implementations, go-live support, and Glytec office visits • Occasional nights and weekends as needed