Why This Role Matters

ICU clinicians make hundreds of high-stakes decisions every shift. Our clinical decision support software helps them make those decisions faster, safer, and with greater confidence — whether they're managing a 2-kilogram neonate in the NICU or a 70-year-old post-surgical patient in a MICU. As a Clinical Success Manager, you’ll help our customers leverage the Etiometry platform to achieve their clinical goals and improve patient outcomes.

We're a mission-driven, growth-stage company with a proven install base and an aggressive expansion roadmap. You'll be joining a high-performance team that values clinical credibility, intellectual curiosity, and the grit to navigate complex hospital environments.

Role Summary

The Clinical Success Manager (CSM) is a strategic clinical advisor responsible for driving value realization and long-term partner success across assigned accounts. The CSM serves as the primary clinical relationship owner — proactively identifying opportunities to deepen product adoption, optimize clinical workflows, and ensure partners achieve measurable outcomes. This role combines deep clinical expertise, data-driven insight, and consultative engagement to ensure partners continuously realize the full clinical and operational value of the platform. This is a remote position with high travel expectations.

Clinical Success Management

• Serve as the primary clinical relationship owner for assigned partners — strengthening the partnership by proactively identifying adoption barriers, workflow gaps, and opportunities to maximize value realization.

•Partner cross-functionally with Project Management, Application Support, and Clinical Specialist teams to deliver a seamless, high-quality partner experience from onboarding through long-term success.

• Meet with clinical leadership to understand site-specific use cases, operational goals, and pain points; design and deploy targeted plans to resolve issues.

• Monitor and maintain overall health of the platform and customer satisfaction across assigned accounts.

• Proactively prevent churn by monitoring partner health signals, addressing adoption barriers early, and continuously reinforcing the product’s clinical value in daily workflows.

• Develop and execute partner-specific success plans that map clinical goals to product capabilities and measurable outcomes — updated regularly based on usage data and stakeholder feedback.

• Analyze and present utilization and adoption trends to demonstrate ROI and highlight progress toward clinical objectives.

• Capture feedback including clinical success stories, UI changes and feature enhancement requests.

• Identify and coordinate resolution for technical and access issues, perform basic troubleshooting, respond with urgency and transparency — keeping partners informed, expectations aligned, and satisfaction protected throughout.

• Support clinical training objectives by presenting platform overviews and basic training to clinical faculty or department meetings and providing supplemental education sessions on the unit as needed.

• Bring awareness to Etiometry’s other products and services, including clinical pathways, cardiogenic shock reports and clinical documentation improvement.

• Partner with sales to lead Quarterly Business Reviews (QBRs) with clinical and operational stakeholders

Skills & Qualifications

• Bachelor's degree or higher in a clinical field; active licensure or certification preferred (RN, RT, APP, or equivalent)

• Minimum 3 years of critical care, cardiac care or ICU experience

• Minimum 3 years in customer success, account management, project management, clinical consulting, or clinical dept oversight role (e.g., unit manager, service line director)

• Experience working in the medical software or biomedical device industry

• Strong verbal and written communicator across clinical, technical, and executive audiences; composed, confident and influential in high-stakes conversations

• Ability to quickly develop credibility and respect as a subject matter expert in the use of clinical software to improve clinical workflows and patient outcomes

• Ability to quickly learn software, explain things clearly and effectively train all levels of clinical users

• Comfortable with technical terminology, savvy enough to complete initial troubleshooting and figure out solutions to solve basic system issues

• Familiar with interpreting utilization data, summarizing findings, and using results to recommend reasonable steps to meet established clinical goals

• Demonstrated experience strengthening relationships through strong rapport and collaboration

• Thrives in fast-paced environment with competing priorities and timelines

• Effectively manages daily demands, projects, and accountabilities with autonomy in a field-based role

• Proficient in tools used across clinical and business environments: Microsoft Office, Google Workspace, CRM, Zoom, Teams, SharePoint, analytical software

• Flexible availability, able to travel up to 75% domestically and internationally

Sample Key Performance Indicators

• Platform utilization and adoption metrics against defined clinical success targets.

• Number of partners with documented success plans and measurable progress toward defined clinical outcomes.

• Frequency and quality of executive-level business reviews completed.

At a Glance

Department Clinical Operations

Reports To VP, Implementation

Travel Up to 75%

FLSA Status Exempt

Location Remote / Field-Based

Employment Type Full-Time