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Aidoc · 4 hours ago

Principal Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

7+ years exp

Aidoc is a company focused on transforming healthcare through AI, aiming to improve patient outcomes. The Principal Customer Success Manager will build strategic partnerships with influential health systems, guiding enterprise strategy and ensuring measurable success with Aidoc's AI platform.

Artificial Intelligence (AI)Health CareMachine LearningMedical Device

Culture & Values

Responsibilities

Be a Strategic Partner: Lead a portfolio of Aidoc’s most strategic, enterprise customers (typically $15M+ ARR across 3–6 accounts), aligning their AI strategy with business and clinical goals

Engage Executives and Drive Strategy: Develop and nurture trusted relationships with C-suite leaders, ensuring shared vision, clear success metrics, and long-term alignment

Lead with Impact: Orchestrate governance and planning structures - including QBRs, Executive Steering Committees, and annual roadmap sessions - that drive visibility, accountability, and momentum

Collaborate for Excellence: Partner closely with regional Customer Success Managers (CSMs), Sales, Product, and Delivery teams to deliver seamless execution and ensure measurable outcomes across sites and workflows

Drive Measurable Growth: Collaborate with Regional Account Directors (RADs) to secure renewals and identify expansion opportunities through demonstrated ROI and strategic partnerships

Be the Voice of the Customer: Champion customer perspectives across Product, Marketing, and Leadership, ensuring that insights from the field inform Aidoc’s innovation roadmap

Inspire and Mentor: Provide mentorship and leadership to CSMs engaged in your accounts, sharing best practices in strategic planning, executive engagement, and value realization

Qualification

Customer Success ManagementStrategic Account ManagementHealthcare TechnologySaaS ExpertiseExecutive CommunicationBusiness AcumenImpact MindsetCollaborative LeadershipMentorshipCross-functional Collaboration

Required

7+ years of experience in Customer Success, Strategic Account Management, or Consulting, leading enterprise healthcare or SaaS partnerships in fast-growing environments

Proven success managing complex, multi-million-dollar accounts in healthcare technology or enterprise software

Exceptional communication and relationship-building skills with the ability to confidently engage and influence C-suite stakeholders

Strong ability to connect technology adoption with tangible business outcomes and ROI

Track record of driving cross-functional collaboration across Product, Sales, and Delivery teams

History of achieving renewal, adoption, and expansion success within strategic enterprise accounts

Bachelor's degree required