Hyperfine | AI-Powered Portable MRI · 1 week ago
Senior Manager, Clinical Support
United States
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expHyperfine, Inc. is a groundbreaking health technology company redefining brain imaging with their Swoop® system. The Senior Manager of Clinical Support will lead the global Clinical Support Team to ensure successful product adoption and a positive customer experience, driving growth through strategic initiatives and collaboration across departments.
Medical Device
No H1B
Responsibilities
Work with VP Commercial, Strategy VP’s and Marketing leadership to set the overall vision and strategic plan for the CS organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through new software releases, service and software renewals, new sales and net - retention improvements
Drive customer outcomes, product adoption and customer experience
Lead the technical assessment as part of the sales process
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Reduce churn and drive new business growth through greater advocacy and reference ability
Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
Build and lead world-class team:
Recruit and develop a high performing team
Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e.g.., Marketing, Sales, Product/Engineering, etc.)
Foster collaboration within the Hyperfine team and across customers
Drive operational practices to track performance of teams and individuals
Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
Work closely with Technical Assistance Center (TAC), Marketing, Product and Cybersecurity leadership to execute software releases, collaborate on customer requests, surface existing product and new product input
Drive Account Growth Outcomes:
Expand our revenue in accounts through new sales and up-sell opportunities
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Reduce churn and drive new business growth through greater advocacy and reference ability
Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization
Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
This role is focused on pre-sales and customer success management and is not a technical support-related role
Qualification
Required
Progressive leadership experience in MedTech
Proven ability to drive customer adoption, expansion, and retention through strong clinical partnership and customer success best practices
Demonstrated success setting strategy, translating it into executable initiatives, and tracking results against defined metrics
Strong executive presence with the ability to lead, influence, and communicate effectively across levels, including C-suite stakeholders
Operationally strong: excels in analytical thinking, process design and improvement, problem-solving, planning, and execution
Comfortable operating in a fast-moving, ambiguous environment; adapts quickly to evolving business priorities
Highly collaborative, with experience working cross-functionally and with external partners
Hands-on leader who holds themselves and their team accountable for delivering agreed-upon performance metrics
Willing and able to manage escalated customer issues with urgency and sound judgment
Deep understanding of the clinical and critical care environment, enabling consultative recommendations on complex, technically driven procedures
Experience partnering with physicians, clinical teams, administrators, and other key stakeholders; able to build trust and influence decision-makers
Excellent written and verbal communication skills; articulate, analytical, and technically savvy
Highly organized, self-directed, and effective at managing time, travel, and competing priorities
Typically requires 8–12 years of progressive experience, including a combination of the following:
Associate degree in Radiologic Sciences or Bachelor of Science in Nursing (BSN)
5+ years of hands-on clinical experience in radiology and/or critical care nursing
3+ years of experience in a customer-facing role supporting, implementing, or enabling adoption of clinical products or services
3–5+ years of experience leading, developing, and scaling clinical support teams in a people-management capacity
Ability to travel up to 50%, including occasional weekend travel
Ability to work effectively from a home-based office
Ability to travel by air and ground as required, including access to reliable ground transportation
Residence within a reasonable distance of a major airport to support frequent travel
Applicants must be authorized to work for ANY employer in the U.S
Preferred
MR imaging experience strongly preferred
Company
Hyperfine | AI-Powered Portable MRI
The Swoop® system brings MR brain imaging within reach.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Maria Sainz
President & CEO
Matthew Rosen
Co-Founder
Recent News
Medical Product Outsourcing
2025-09-05
Company data provided by crunchbase