Clinical Success Manager

Why This Role Matters

ICU clinicians make hundreds of high-stakes decisions every shift. Our clinical decision support software helps them make those decisions faster, safer, and with greater confidence — whether they're managing a 2-kilogram neonate in the NICU or a 70-year-old post-surgical patient in a MICU. As a Clinical Success Manager, you’ll help our customers leverage the Etiometry platform to achieve their clinical goals and improve patient outcomes.

We're a mission-driven, growth-stage company with a proven install base and an aggressive expansion roadmap. You'll be joining a high-performance team that values clinical credibility, intellectual curiosity, and the grit to navigate complex hospital environments.

Role Summary

The Clinical Success Manager (CSM) is a strategic clinical advisor responsible for driving value realization and long-term partner success across assigned accounts. The CSM serves as the primary clinical relationship owner— proactively identifying opportunities to deepen product adoption, optimize clinical workflows, and ensure partners achieve measurable outcomes. This role combines deep clinical expertise, data-driven insight, and consultative engagement to ensure partners continuously realize the full clinical and operational value of the platform. This is a remote position with high travel expectations.

Clinical Success Management

• Serve as the primary clinical relationship owner for assigned partners — strengthening the partnership by proactively identifying adoption barriers, workflow gaps, and opportunities to maximize value realization.

• Partner cross-functionally with Sales, Project Management, Application Support, and Clinical Specialist teams to deliver a seamless, high-quality partner experience from onboarding through long-term success.

• Meet with clinical leadership to understand site-specific use cases, operational goals, and pain points; design and deploy targeted plans to resolve issues.

• Monitor and maintain overall health of the platform and customer satisfaction across assigned accounts in order to strengthen customer retention and support expansion opportunities to additional units and hospitals.

• Proactively prevent churn by monitoring partner health signals, addressing adoption barriers early, and continuously reinforcing the product’s clinical value in daily workflows.

• Develop and execute partner-specific success plans that map clinical goals to product capabilities and measurable outcomes — updated regularly based on usage data and stakeholder feedback.

• Analyze and present utilization and adoption trends to demonstrate ROI and highlight progress toward clinical objectives.

• Capture feedback including clinical success stories, UI changes and feature enhancement requests.

• Identify and coordinate resolution for technical and access issues, perform basic troubleshooting, respond with urgency and transparency — keeping partners informed, expectations aligned, and satisfaction protected throughout.

• Support clinical training objectives by presenting platform overviews and basic training to clinical faculty or department meetings and providing supplemental education sessions on the unit as needed.

• Bring awareness to Etiometry’s other products and services, including clinical pathways, cardiogenic shock reports and clinical documentation improvement.

• Partner with sales to lead Quarterly Business Reviews (QBRs) with clinical and operational stakeholders.

Skills & Qualifications

• Bachelor's degree or higher in a clinical field; active licensure or certification preferred (RN, RT, APP, or equivalent)

• Minimum 3 years of critical care, cardiac care or ICU experience

• Minimum 3 years in customer success, account management, project management, clinical consulting, or clinical dept oversight role (e.g., unit manager, service line director)

• Experience working in the medical software or biomedical device industry

• Strong verbal and written communicator across clinical, technical, and executive audiences; composed, confident and influential in high-stakes conversations

• Ability to quickly develop credibility and respect as a subject matter expert in the use of clinical software to improve clinical workflows and patient outcomes

• Ability to quickly learn software, explain things clearly and effectively train all levels of clinical users

• Comfortable with technical terminology, savvy enough to complete initial troubleshooting and figure out solutions to solve basic system issues

• Familiar with interpreting utilization data, summarizing findings, and using results to recommend reasonable steps to meet established clinical goals

• Demonstrated experience strengthening relationships through strong rapport and collaboration

• Thrives in fast-paced environment with competing priorities and timelines

• Effectively manages daily demands, projects, and accountabilities with autonomy in a field-based role

• Proficient in tools used across clinical and business environments: Microsoft Office, Google Workspace, CRM, Zoom, Teams, SharePoint, analytical software

• Flexible availability, able to travel up to 75% domestically and internationally

Sample Key Performance Indicators

• Platform utilization and adoption metrics against defined clinical success targets.

• Number of partners with documented success plans and measurable progress toward defined clinical outcomes.

• Frequency and quality of executive-level business reviews completed.