Bachelor's degree in life sciences, data analytics, computer science, or related field
1+ years in a client-facing role with large, complex organizations
Experience in high-growth startups and fast-paced environments
Strong analytical skills and operational rigor
Proficient in data visualization tools (e.g., Metabase, SQL, Looker)
Ability to handle difficult customer situations effectively
Willingness to travel up to 20% of the time
Responsibilities
Build and maintain strong customer relationships as the primary point of contact
Engage proactively with stakeholders through effective communication
Collect and log customer feedback in Jira for product improvement
Identify opportunities for contract renewals and new product introductions
Monitor customer usage metrics to identify trends and areas for improvement
Enhance customer support and deliver training materials
Design and deliver reports to track product adoption and usage metrics
Provide hands-on technical support and serve as a point of escalation
Benefits
Remote work flexibility
Opportunity to work with cutting-edge AI and digital pathology technologies
Engagement with a diverse range of stakeholders
Chance to contribute to product innovation and improvement
Professional development opportunities in a fast-paced environment
Full Job Description
We're looking for a Customer Success Manager to join our team and help support our digital diagnostic's customers, including our commercially deployed AI product portfolio and Digital Pathology Image Management System, AISight. We are looking for someone that is well versed in Customer Success and account management, is well organized, has a sense of drive and an aptitude for learning quickly in a complex space.
Key responsibilities include:
You will build and maintain strong relationships with customers, acting as their primary point of contact, and providing hands-on solutions and support to ensure a high level of customer satisfaction
You will provide a high level of engagement with stakeholders with proactive communication with customers and internal stakeholders
You will collect and log customer feedback in Jira to advocate for high-impact requests, driving continuous product improvement and innovation
You will identify opportunities for contract renewals and new product introductions, working closely with the DDx commercial team to maximize customer value
You will monitor customer usage and engagement metrics to identify trends, potential issues, and areas for improvement within the product
You will proactively identify opportunities to enhance customer support and deliver training materials
You will design and deliver reports and dashboards to track, visualize, and communicate product adoption and usage metrics to customers
You will provide hands-on technical support to external clients through a support queue, working with customer IT and internal development teams as needed and serving as a point of escalation during an on-call rotation
You will help with building and maintaining a content library, including training videos, quick start guides, and support templates to improve the overall user experience
Who You Are:
(Required)
You have a Bachelor's in the life sciences, data analytics, computer science (or closely related discipline)
You have 1+ years of experience in a client-facing role, managing relationships within large, global, and complex organizations
You have previous internship and/or co-op experience.
You have a proven track record as a top performer in high-growth startups, excelling in fast-paced, ambiguous environments
You have a strong analytical skills and operating rigor
You have a strong executive presence and presentation skills, particularly for in-person meetings with executive, clinical, project and technical stakeholders
You are proficient in data visualization and dashboarding tools (e.g., Metabase, SQL, Looker, or similar), with a focus on developing scalable reporting frameworks that align internal teams and empower customers
You have experience handling difficult customer situations and can communicate resolutions on technical and non-technical issues effectively
You are willing to travel up to 20% of the time
Preferred
You have strong interpersonal and communication skills, with the ability to explain technical concepts to non-experts and thrive in ambiguous environments.
You have excellent organizational skills and the ability to prioritize and manage multiple projects efficiently.
You exhibit a high degree of ingenuity, resourcefulness, and scientific curiosity applied to solving integration challenges and optimizing system performance in a fast paced environment.
You have demonstrated a strong desire to learn, be challenged, and proactively challenge the status quo.
You have demonstrated experience, preferably working with a SaaS, digital pathology, diagnostic, medical device (SaMD) or other technical product
You have a strong understanding of our business and products, and an ability to research /self-start in areas that require learning
You have enthusiasm and/or experience with AI tools, with a focus on leveraging them to optimize workflows and enhance operational efficiency
This is a US based remote position.
Relocation benefits are not available for this position.
The expected salary range for this position based on the primary location Boston, MA is $64,500 - $99,000. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.
About PathAI
PathAI is a healthcare technology company that uses artificial intelligence and machine learning to improve the accuracy and speed of pathology diagnoses. The company's platform analyzes digital pathology images to help pathologists make more accurate diagnoses and improve patient outcomes. PathAI's technology has applications in cancer diagnosis and treatment, drug development, and clinical trials. The company aims to improve the quality of healthcare by providing more accurate and efficient pathology services.
