Customer Success Onboarding and Implementation Manager

FULL-TIME, Remote - United States

Position Overview

Medality is seeking an experienced customer success professional passionate about delivering a high-quality end-to-end client experience. We onboarded 75+ new enterprise and SMB clients in 2024 and anticipate exponential growth in 2025. This high-impact, client-facing role focuses on post-sales implementation for our accomplished physician and administrator clients, who desire an engaging, streamlined experience that inspires exploration of Medality and demonstrates clear, measurable business outcomes.

The ideal candidate will possess strong client-facing, project management, and communication skills to balance client needs with internal resources, ensuring timely deliverables and high satisfaction. You will significantly impact client implementations and lead a new function within a growing, dynamic team focused on improving healthcare outcomes. We’ve experienced remarkable growth in the past 24 months and look forward to growing together!

Key Responsibilities

Client Onboarding: Develop and manage Medality’s onboarding program to educate clients on product features and best practices, maximize adoption, and drive customer success.
Project Management & Communication: Own multiple client implementations simultaneously which includes creating tailored plans for each client's needs, driving forward internal and external tasks, flagging risk to timelines, and allocating resources to ensure successful execution.
Training and Education: Conduct training sessions to educate clients about the product's features and best practices, ensuring they are well-prepared to use the software independently.
Stakeholder Coordination: Collaborate with internal teams (Sales, Product, Client Services) and client stakeholders to align resources and ensure successful delivery of onboarding plans.
Problem solving: Proactively identify and resolve any issues that arise during the implementation phase to prevent delays and disruptions.
Process development and continuous growth: Gather quantitative and qualitative data from clients and partner with Product to improve the onboarding experience, product and content.
Product Configuration: Assist clients with the initial product setup and configuration to ensure correct implementation of all technical aspects. Facilitate the integration of the new software with existing systems and data sources.
Metrics and Reporting: Track and report on key performance indicators (KPIs) for implementation success, aiming for 100% activation, on-time delivery, and engagement

Skills & Qualifications

BA/BS and 7+ years of experience as an Account Manager, Customer Success Manager, Solutions Consultant, or other relevant role.

Customer Growth Mindset: Customer obsessed and experience operating in a high growth environment.
Experience: Minimum 7 years of experience in client onboarding, customer success, or project management in B2B SaaS or a healthcare related field.
Embraces the Unknown: Willingness to proactively adapt process and priorities based on evolving client needs
Communication: Excellent communication, presentation, interpersonal skills. Ability to interpret data and influence key stakeholders at all levels of an organization.
Technology and Project Management: Ability to manage multiple priorities and work independently. Solid experience with CRM software (Hubspot and Custify, a plus) MS Office (particularly MS Excel), and Google Suite.
Ability to travel as needed

Why join Medality?

Impactful Work: We help doctors save lives. Contribute to a mission-driven organization that’s transforming the healthcare industry.
Career Growth: Be at the forefront of a new function with high visibility and growth potential.
Collaborative Team: Work alongside passionate colleagues who share your drive for excellence.
Exciting Roadmap: Play a key role in launching major product releases and shaping our implementation processes.

To apply for this position please send resume along with answers to the following:

Describe a situation where you successfully navigated a new client with complex needs through the onboarding process, ensuring they quickly realized value from your product or service
Briefly describe what about this role or company caught your attention.

Email resume and answers to Lynell Wagenman (Director of Client Success, lwagenman@medality.com).

Careers @ Medality

Medality is on a mission to transform the way radiologists learn and thrive. Through our education, we help doctors save lives in high-impact clinical areas such as cardiac imaging, stroke imaging, cancer diagnostic imaging, musculoskeletal disorders and more. Our enterprise client list includes many of the most respected physician practices in the world, such as Johns Hopkins, Yale, Strategic Radiology, and I-MED.