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Diligent Robotics is building AI-powered service robots that collaborate with human teams in dynamic environments. As a Client Success Manager, you will own the health, performance, and growth of a hospital or territory of hospital partners running Moxi robot fleets. This is a field-based role with approximately 75% travel; candidates near a major airport are preferred.
You will serve as both the executive relationship owner and the operator behind the numbers. Your responsibilities include:
**Executive Relationships & Value Narrative**
Serve as the trusted executive contact for each hospital, engaging C-suite sponsors, nursing leadership, and operational stakeholders. Lead recurring leadership check-ins and quarterly business reviews, setting agendas, building decks, presenting performance against goals, and documenting decisions and next steps. Communicate Moxi's value in each stakeholder's terms—clinical hours returned, delivery volume, staff satisfaction, cost avoidance—continuously, not just at renewal.
**Data-Driven Performance**
Monitor utilization, adoption, and reliability data across your territory; understand each site's baseline, trends, and outliers. Diagnose why a site underperforms, run interventions, and measure results. Set and track site-level performance targets with partners, reporting honestly in every leadership conversation. Surface cross-account patterns that should shape product priorities and playbooks.
**Project Management & Issue Resolution**
Run a prioritized book of work per account—open issues, improvement projects, use case activations—with clear owners, dates, and visible status. Drive issue resolution end-to-end: intake, triage, escalation, resolution, and closing the loop. Coordinate operations, support, engineering, product, and growth to unblock sites without direct authority.
**Adoption & Expansion**
Partner with clinical teams on staff training, workflow fit, and creative solutions that deliver measurable outcomes. Discover, prioritize, and activate new use cases; maintain use case libraries and account action plans aligned to product releases. Work with operations and growth to identify fleet expansion opportunities and supply performance evidence.
**Team Contribution**
Manage client success operations across multiple hospitals in your territory, contribute to colleagues' development and the client success playbook, and drive outcomes aligned to company OKRs.
**Requirements**
You must demonstrate comfort in fast-paced, ambiguous environments where priorities shift and the playbook is still being written. You need data fluency—confidence working in dashboards and spreadsheets, and the ability to explain what numbers mean, not just report them. Executive presence is essential: you can hold a room with hospital executives, tell crisp data-driven stories, and handle hard conversations directly. Strong project management discipline is required—you scope, sequence, track, escalate, and follow through without losing details. You must demonstrate ownership, treating your territory's performance as your own result. Creative problem-solving and conflict resolution skills are critical for finding workable solutions within real constraints and handling escalations with sensitivity.
**Preferred Qualifications**
Client-facing account management, customer success, or consulting experience. Track record of owning and improving customer performance metrics. Experience running executive business reviews and leadership check-ins. Cross-functional project management experience. Comfort with dashboards, spreadsheets, or BI tools for analysis and reporting. Hospital or healthcare operations experience is a strong plus. Experience with hardware, robotics, or deployed-technology products is a plus.
