Client Success Manager

About Chiefly

Chiefly is revolutionizing the way residency programs manage their schedules, aiming to alleviate the administrative burden on clinicians so they can concentrate on patient care and resident well-being.

Why Chiefly?

• Founding Role: As the inaugural client success hire, your input will significantly influence both revenue strategies and the product roadmap.
• True Ownership: You will manage the entire customer lifecycle, from initial contact through renewal, and contribute to the product feedback loop.
• Impactful Work: Your contributions will directly enable clinicians to dedicate more time to enhancing patient outcomes and program quality.

Job Description

We are seeking a curious and technically adept individual who is passionate about guiding clients to achieve their goals and translating those insights into product enhancements. This role involves end-to-end customer relationship management, encompassing prospecting, closing deals, onboarding, ongoing account management, and feeding crucial product insights back to the team. As the first dedicated customer success hire, you will play a pivotal role in shaping both the company's revenue growth and its product direction. This position reports directly to the CEO.

Responsibilities

• Customer Onboarding: Spearhead the onboarding process from kickoff to go-live, serving as the primary product expert. Conduct training, configuration sessions, and collaborative working meetings with residency teams. Proactively identify risks and coordinate with the engineering team on complex issues.
• Ongoing Account Management: Maintain consistent engagement with all clients post-go-live as their main point of contact. Lead renewal discussions and identify opportunities for account expansion (e.g., additional service tiers, new programs within the same institution). Monitor customer satisfaction, engage proactively with accounts showing signs of risk, and direct inquiries to the appropriate internal resources. Document and leverage institutional knowledge of each account to drive retention and inform the product roadmap.
• Sales & Pipeline Management: Take ownership of pipeline generation and deal closure. Develop outbound prospecting strategies, identify and engage target residency programs, conduct discovery calls, and manage deals through to signature. Deliver product demonstrations and technical scoping discussions to program coordinators, chiefs, program directors, and IT/security personnel. Address security questionnaires, IT diligence requirements, and integration queries, with support from technical team members. Collaborate with the CEO on strategic accounts and complex negotiations.
• Product & Prioritization: Consolidate insights from onboarding, support interactions, and sales conversations into a prioritized list of product needs, feature requests, and areas of friction. Focus on improvements that will benefit a broader customer base rather than addressing isolated requests. Collaborate with the CTO and engineering team to translate these synthesized needs into a ranked backlog and assist in prioritizing development efforts. Identify overarching patterns across customers, distinguish significant trends from minor issues, and advocate for solutions that offer scalable value. Create clear specifications and feature briefs for the engineering team.

Tech Stack Fluency

While not required to write production code, familiarity with the following tools will facilitate collaboration with the engineering team:

• GitHub (preferred for engineering collaboration)
• PostgreSQL
• Python (including NumPy, Pandas/Polars)
• TypeScript
• Jupyter / VS Code

About You

The ideal candidate possesses experience in a customer-facing Go-To-Market (GTM) role within an early-stage B2B SaaS company. You should be adept at prospecting, closing deals, managing onboarding, and providing post-sale support, often concurrently. You are comfortable initiating calls, crafting cold outreach sequences, and proactively driving sales processes. You have strong product intuition, capable of discerning underlying needs from customer interactions and identifying generalizable trends. Excellent written and verbal communication skills are essential, enabling effective engagement with diverse stakeholders, from medical professionals to engineers. You are comfortable using technical tools like Git issue trackers and CRMs, and can quickly learn new systems. While coding is not a requirement, you should possess sufficient technical fluency to collaborate effectively with engineers. You are detail-oriented, organized, and thrive in a fast-paced, early-stage environment. A proactive, problem-solving attitude is key, as you will often be the first to encounter and address new challenges. Prior experience or interest in healthcare or medical education is a plus, though not mandatory.