Mid-Market Customer Success Manager

About Nabla

We are a team of entrepreneurs, clinicians and engineers committed to bringing back joy to the practice of medicine.

Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: the leading AI assistant that’s restoring the human connection at the heart of healthcare. By streamlining clinical documentation, Nabla is helping clinicians focus on matters most - patient care. Today, over 85,000 clinicians across 130+ healthcare organizations trust Nabla to support how they deliver care every day.

We’re at the start of an ambitious journey: Ambient listening, dictation, coding, and command capabilities are all converging into a proactive assistant that intuitively streamlines clinical and financial workflows.

Backed by a recent $70M Series C, we’re hiring to build the next generation of clinical AI and improve the lives of clinicians and patients everywhere.

This is a great time to join us!

Job Overview

We are seeking an experienced and dynamic Mid-Market Customer Success Manager to join our growing team. In this role, you will be the primary point of contact for our Mid-Market accounts, ensuring their success and satisfaction with Nabla. You will manage relationships with enterprise customers, drive product adoption, be responsible for retention and growth, and work closely with our product team to shape the product roadmap based on customer feedback.

Key Responsibilities

• Customer Relationship Management: Develop and maintain strong relationships with key enterprise accounts, understanding their needs and helping maximize the impact of our product. Assess and demonstrate value to customer stakeholders, turning pilots into success studies, and developing champions of Nabla’s product.

• Provider Onboarding: Lead the onboarding process for new customers, ensuring a smooth transition for all providers and quick adoption of our product.

• Performance Tracking: Monitor account health and performance metrics, providing regular reports and insights to internal stakeholders.

• Customer Expansion: Collaborate with the sales team to identify and secure expansion opportunities with existing customers.

• Feedback and Advocacy: Gather and analyze customer feedback, advocate for customer needs within the company, and collaborate with the product team to shape the product roadmap.

Qualifications

• Experience: 3+ years of experience in customer success, account management, or a related role, preferably at a SaaS healthcare technology company.

• Industry Knowledge: Strong understanding of the healthcare industry and the needs of clinicians.

• Communication Skills: Excellent interpersonal and communication skills, with the ability to build trust with a wide range of customer stakeholders.

• Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify issues and develop effective solutions.

• Technical Aptitude: Ability to quickly learn and understand complex technical products and explain them to non-technical users. Experience with EHR integration is a plus.

• Adaptability: Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively.

Benefits

Just like we’re dedicated to supporting doctors’ well-being, ensuring yours is a top priority. We firmly believe that by prioritizing your well-being, we support you to excel in your work.

Here are the benefits you get when joining Nabla:

• Stock ownership offered to all employees

• Unlimited PTO, plus national holidays

• Unlimited sick days

• Remote-friendly — we know how to collaborate to drive results, regardless of location

• Culture of trust & accountability

• Allocated budget so you can create a comfortable home office space tailored to your needs

Life at Nabla

When you become a part of our company, you join a team of excellence-driven, curious, and genuinely kind individuals. Together, we're committed to making clinicians' lives easier and improving healthcare experiences for everyone. We believe in a world where clinicians can focus on what they were trained to do - caring for their patients, and where no patient feels their visit was rushed.

We come to work excited to leverage AI to do more for clinicians. We’re obsessed with our users’ satisfaction and we actively seek out opportunities to engage one-on-one with clinicians to understand how Nabla can better help. We consistently look for ways to improve and do not shy away from doing the work to excel. Whether it’s a feature our users asked for, or a new article for our blog, we prioritize collaboration to deliver exceptional outcomes.

We love having fun as much as we love work. Our #nablabla channel is as active as our #feature-show-off channel, we exercise during the work day at least 3 times a week (yoga, running, pilates, or HIIT, your choice!), enjoy regular off-sites to gather the team, and travel to see each other in places like NY, Paris, San Francisco, and many other vibrant cities. Oh, and we’re constantly snacking on chocolate or nuts!

If this sounds like an environment you’ll thrive in, we look forward to reading your application!

Diversity & Inclusion

Diversity and inclusivity are fundamental values at Nabla. We embrace individuals from various backgrounds, including race, gender, educational history, sexual orientation, and beyond.

As an equal opportunity employer, we actively seek out and welcome applicants from diverse backgrounds, believing that a wide range of perspectives enriches our team and enhances our ability to innovate and thrive.