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Aidoc · 3 days ago

Customer Success Team Lead

New York, NY

Full-time

Hybrid

Senior Level

5+ years exp

Aidoc helps health systems deliver smarter and faster care when it matters most. The Customer Success Team Leader is responsible for guiding and overseeing a team of Customer Success Managers to deliver exceptional customer experiences and drive adoption and value realization across the portfolio.

Artificial Intelligence (AI)Health CareMachine LearningMedical Device

Culture & Values

Responsibilities

Team Leadership: Manage, coach, and support a team of Customer Success Managers, ensuring they are empowered to meet their goals and grow professionally

Customer Advocacy: Act as an escalation point for key customers, helping your team navigate challenges and proactively drive resolution

Directly manage a subset of strategic or high-impact accounts, ensuring strong executive relationships and delivering measurable value

Performance & Metrics: Monitor team KPIs (e.g., Net Retention, Health Scores, Adoption Metrics, Value Realization), drive accountability, and report on team performance regularly

Onboarding & Enablement: Support new team members through onboarding and ongoing learning programs to ensure ramp-up and effectiveness

Planning & Forecasting: Contribute to quarterly planning, headcount forecasting, and strategic initiatives to support team scalability and business growth

Process & Playbooks: Collaborate with CS leadership to standardize and improve workflows, playbooks, and success plans across the team

Cross-Functional Partnership: Work closely with Sales, Product, Support, and Marketing to ensure seamless customer experiences and feedback loops

Customer Engagement Strategy: Help define and execute engagement models by segment, customer maturity, or product line

Customer Risk Management: Proactively identify at-risk accounts and collaborate with CSMs and cross-functional teams to mitigate churn through tailored success strategies

Qualification

Customer Success ManagementHealthcare ExperienceTeam LeadershipAI Industry ExperienceCS Tools ProficiencyB2B SaaS ExperienceCustomer Lifecycle ManagementOrganizational SkillsCommunication SkillsRelationship Building

Required

5+ years of experience in Customer Success, Account Management, or a similar client-facing role, (or 2.5+ years of experience in similar roles at Aidoc)

1+ years of team leadership experience (formal or informal), with a demonstrated passion for coaching, mentoring, and people development

Experience in Healthcare and AI industries for 2.5+ years

Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment

Excellent communication and relationship-building skills, especially with cross-functional teams and external stakeholders

Comfortable using CS tools like Gainsight, Catalyst, Salesforce, or equivalent platforms

25%-50% travel

Candidates must be based in the Northeast U.S. or Florida and within reasonable distance of a major airport