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About the Role
The Client Success Manager owns the health, performance, and growth of hospital partners running Moxi robot fleets. This role involves executive relationship management, data analysis to demonstrate value, and project management to resolve issues and improve site performance in a dynamic environment.
Responsibilities
- Own executive relationships and the value narrative.
- Serve as the trusted executive contact for each hospital.
- Lead recurring leadership check-ins and quarterly business reviews.
- Communicate Moxi's value in terms relevant to each stakeholder.
- Use data to drive better outcomes.
- Monitor utilization, adoption, and reliability data across the territory.
- Diagnose site underperformance, run interventions, and measure results.
- Set and track site-level performance targets with partners.
- Report on progress honestly in leadership conversations.
- Surface cross-account patterns to inform product priorities and playbooks.
- Project manage to drive down issues and lift performance.
- Run a prioritized book of work per account.
- Drive issue resolution end to end.
- Coordinate operations, support, engineering, product, and growth to unblock sites.
- Grow adoption and expand the footprint.
- Partner with clinical teams on staff training, workflow fit, and creative solutions.
- Discover, prioritize, and activate new use cases.
- Maintain use case libraries and account action plans.
- Work with operations and growth to identify fleet expansion opportunities.
- Operate as a diligent teammate.
- Manage client success operations across multiple hospitals.
- Contribute to colleagues' development and the client success playbook.
- Drive outcomes that ladder up to company OKRs.
Requirements
- Comfort in a fast-paced, ambiguous environment.
- Adaptability when priorities change.
- Ability to operate without a finished playbook.
- Organizational skills when multiple sites require attention.
- Data fluency; confidence with dashboards and spreadsheets.
- Ability to explain the meaning behind numbers, not just report them.
- Executive presence; ability to command a room with hospital executives.
- Ability to tell a crisp story with data.
- Capacity to handle hard conversations directly.
- Project management discipline; ability to scope, sequence, track, escalate, and follow through.
- Attention to detail; ensuring details do not get lost.
- Ownership mentality; treating territory performance as personal results.
- Creative problem-solving and conflict resolution skills.
- Ability to find workable solutions within constraints.
- Sensitivity in handling escalations.
Skills
- Client-facing account management
- Customer success
- Consulting
- Owning customer performance metrics
- Improving customer performance metrics
- Running executive business reviews
- Running leadership check-ins
- Cross-functional project management
- Working with dashboards
- Working with spreadsheets
- BI tools for analysis and reporting
- Hospital operations
- Healthcare operations
- Hardware product experience
- Robotics product experience
- Deployed-technology product experience
Location
- Field-based
Work Type
- ~75% travel
About the Company
- We envision a future powered by robots that work seamlessly with human teams.
- We build artificial intelligence that enables service robots to collaborate with people and adapt to dynamic human environments.
- Join our mission-driven, venture-backed team as we build out current and future generations of humanoid robots.