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CytoVale is a leading innovator in early sepsis detection, offering IntelliSep—an advanced technology that provides rapid, actionable insights into sepsis likelihood through an 8-minute blood test. The company is seeking a Customer Success Executive to lead enterprise implementations of IntelliSep across health systems.
As the overall implementation leader and program owner, you will orchestrate cross-functional implementation activities, drive implementation governance, align customer and internal stakeholders, manage implementation risks, and maintain accountability for successful outcomes. You will develop executive working relationships with sponsors, laboratory leadership, clinical stakeholders, IT teams, and operational leaders. You will establish governance structures and communication plans that maintain alignment across customer and Cytovale stakeholders, and lead executive communications, governance meetings, implementation updates, risk discussions, and customer business reviews.
Key responsibilities include developing and maintaining integrated implementation project plans across customer and Cytovale workstreams, ensuring alignment of milestones, critical path activities, dependencies, and resource planning. You will lead execution by orchestrating cross-functional teams across Laboratory, Clinical, Technical Service, Customer Service, IT, Data Science, Sales, and other functions. You will identify implementation risks early, develop mitigation plans, coordinate resources, and drive timely resolution of issues.
You will guide customer stakeholders through implementation by ensuring clear understanding of milestones, responsibilities, dependencies, and expectations. You will lead organizational readiness planning with site leadership to align implementation activities, workflow integration, operational planning, change management, and go-live readiness. You will monitor implementation progress, adoption metrics, and KPIs throughout the customer lifecycle, ensuring successful transition from implementation to ongoing success. You will lead recurring customer governance meetings, KPI reviews, executive business reviews, and success planning sessions. You will coordinate with Medical Affairs, Data Science, and other teams to review progress, adoption trends, and identify continuous improvement opportunities.
Minimum qualifications include a bachelor's degree in healthcare, life sciences, nursing, business, engineering, or related field, and a minimum of 10 years of experience leading enterprise healthcare technology implementations, implementation program management, customer success, clinical operations, laboratory operations, or other customer-facing leadership roles. You must demonstrate success implementing complex medical technologies within acute care hospitals or integrated delivery networks, and proven experience leading enterprise implementations involving executive, laboratory, clinical, operational, and IT stakeholders across multiple concurrent workstreams. Exceptional presentation, communication, executive facilitation, stakeholder management, and influence skills are required, along with strong enterprise implementation program management, organizational, governance, and problem-solving abilities.
