Customer Success Manager

About Us

We are an early-stage, venture-backed healthcare technology startup developing an AI-driven orchestration platform designed to streamline cell and gene therapy (CGT) delivery. Our software facilitates clinical teams in managing the intricate, critical logistics involved in patient treatment from referral through infusion and ongoing follow-up, focusing initially on CAR-T therapies. We have partnered with leading cancer centers to pilot our platform and are now seeking a founding Customer Success Manager to lead this initiative on-site.

Role Overview

This highly visible, high-responsibility position at a seed-stage company will place you directly on the founding team. You will collaborate closely with the founders, influencing how our first hospital collaborators experience our product and consequently affect the company’s success.

Key Responsibilities

• Take full ownership of the end-to-end implementation process at pilot hospital sites, including kickoff, workflow analysis, system configuration, training delivery, go-live execution, and ongoing support.
• Liaise directly with nurse coordinators, cell therapy directors, and hospital administrators to understand and map existing CAR-T/CGT workflows such as leukapheresis scheduling, infusion coordination, logistics tracking, and referral management, translating these into platform configurations.
• Serve as the main contact for hospitals during implementation, fostering trust and effective communication with clinical and administrative teams.
• Coordinate with hospital IT, compliance, and security departments to ensure proper integration, data governance, and access protocols are followed.
• Create and present training materials and sessions tailored for clinical users.
• Identify and communicate implementation challenges back to product and engineering teams to refine the platform for future deployments.
• Monitor and report progress on implementation milestones, user adoption statistics, and partner satisfaction levels.
• Develop and refine the internal playbook for hospital implementation processes as the company scales to additional sites, establishing foundational best practices.

Candidate Profile

• Bachelor’s degree or equivalent practical experience.
• Minimum of four years implementing software or technology solutions in hospital or health system settings, preferably involving EHRs, care coordination, or clinical workflow software.
• Proven experience collaborating directly with clinical staff such as nurses, physicians, and coordinators to promote adoption of new tools or workflows.
• Capability to navigate hospital bureaucracy including IT, compliance, legal, and procurement departments to ensure project advancement.
• Residency in or ability to frequently travel to the New York/New Jersey metropolitan area for on-site hospital interactions.
• Strong project management abilities allowing self-direction amid minimal structure, managing multiple stakeholders effectively.
• Excellent communication skills enabling you to bridge clinical, technical, and business conversations.
• A proactive, problem-solving mindset comfortable with ambiguity and versatile responsibilities.
• Desirable: Experience or knowledge of oncology, cell and gene therapy, or complex specialty pharmacy/therapy coordination workflows.
• Desirable: Experience working at early-stage health technology startups.

Why Join Us

• Opportunity to join early and make a significant impact at a well-funded healthcare startup addressing an urgent cancer care challenge.
• Lead and shape a critical function fundamental to scaling our platform across numerous hospital partners.
• Collaborate with founders who bring deep expertise from pharma and hospital perspectives in cell and gene therapy.
• Compensation includes competitive salary, significant equity participation, and benefits.