Customer Success Manager, Digital Diagnostics (DDx)

PathAI's mission is to improve patient outcomes with AI-powered pathology. Our platform promises substantial improvements to the accuracy of diagnosis and the efficacy of treatment of diseases like cancer, leveraging modern approaches in machine learning. Our team, comprising diverse employees with a wide range of backgrounds and experiences, is passionate about solving challenging problems and making a huge impact.

We're looking for a Customer Success Manager to join our team and help support our digital diagnostic’s customers, including our commercially deployed AI product portfolio and Digital Pathology Image Management System, AISight.  Although experience is important, we weigh a heavy emphasis on cultural fit within the organization, a hunger to learn both our business and customers, and a drive to move us forward in this rapidly evolving industry. We are looking for someone that is well versed in Customer Success and account management, is well organized, has a sense of drive and an aptitude for learning quickly in a complex space.

• Build and maintain strong relationships with customers, acting as their primary point of contact, and providing hands-on solutions and support to ensure a high level of customer satisfaction
• Conduct and host training sessions and webinars to educate customers on new products, features, best practices, and updates in collaboration with internal and external stakeholders
• Provide a high level of engagement with stakeholders with proactive communication with customers and internal stakeholders
• Collect and log customer feedback in Jira to advocate for high-impact requests, driving continuous product improvement and innovation
• Identify opportunities for contract renewals and new product introductions, working closely with the DDx commercial team to maximize customer value
• Monitor customer usage and engagement metrics to identify trends, potential issues, and areas for improvement within the product
• Foster customer advocacy by identifying and developing case studies, testimonials, and references
• Proactively identify opportunities to enhance customer support and training by building and maintaining a content library, including training videos, quick start guides, and support templates to improve the overall user experience

• 3+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a SaaS, digital pathology, diagnostic, medical device (SaMD)  or other technical product
• Proven track record as a top performer in high-growth startups, excelling in fast-paced, ambiguous environments
• Strong analytical skills and operating rigor
• Strong executive presence and presentation skills, particularly for in-person meetings with executive, clinical, project and technical stakeholders
• Experience handling difficult customer situations and can communicate  resolutions on technical and non-technical issues effectively
• Ability to navigate data and people to find answers
• A strong understanding of our business and products, and an ability to research /self-start in areas that require learning
• Domestic travel up to 20%
• Nice to have: Enthusiasm and or experience with AI tools, with a focus on leveraging it to optimize workflows and enhance operational efficiency.

At PathAI, we are looking for individuals who are team players, are willing to do the work no matter how big or small it may be, and who are passionate about everything they do. If this sounds like you, even if you may not match the job description to a tee, we encourage you to apply. You could be exactly what we're looking for. 

PathAI is an equal opportunity employer, dedicated to creating a workplace that is free of harassment and discrimination. We base our employment decisions on business needs, job requirements, and qualifications — that's all. We do not discriminate based on race, gender, religion, health, personal beliefs, age, family or parental status, or any other status. We don't tolerate any kind of discrimination or bias, and we are looking for teammates who feel the same way.