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Lifen is a healthcare data platform founded in 2015 that enables medical professionals to share patient information seamlessly and helps researchers accelerate clinical discoveries. The company has connected 800 hospitals and 150,000 healthcare professionals across France and is expanding into Europe. With over 150 employees, Lifen is building the future of healthcare collaboration through AI-powered solutions.
The Customer Success team (6 CSMs) supports healthcare organizations after solution deployment, ensuring medical professionals use Lifen effectively and derive concrete daily benefits. This role is distinct from account management or renewal-focused CSM positions—it focuses on understanding real-world usage patterns, identifying adoption barriers, and driving sustainable usage improvements after deployment.
You will manage a portfolio of approximately 35 hospitals and clinics, developing precise usage insights, identifying key stakeholders, understanding organizational context, and pinpointing blockers and opportunities for each client. You will build a portfolio strategy, recognizing that not all 35 establishments can receive equal attention—you must identify where your intervention will have the most impact and which accounts need immediate attention versus scalable support.
Key responsibilities include: diagnosing adoption barriers through usage data, client conversations, and environmental understanding; transforming diagnostics into concrete action plans (training, practice evolution, configuration changes, stakeholder mobilization, or cross-team coordination); accompanying early usage phases post-deployment to bridge the gap between real usage and client objectives; using available data to identify weak signals and prioritize actions (usage drops, partial adoption, atypical behavior, dissatisfaction, organizational changes, expansion opportunities); managing relationships with client referents, project leads, and operational teams through regular remote exchanges and approximately one to two on-site visits per month; advancing multi-team initiatives without direct authority by documenting problems, surfacing priorities, and coordinating Customer Operations, Product, Support, Product Marketing, and Sales teams; measuring action effectiveness and adjusting approaches; and improving team tools, methods, tracking dashboards, portfolio segmentation, training practices, and structured field feedback.
The role covers three Lifen Care products already deployed with clients. Success is measured by understanding why solutions are not yet used to full potential and driving sustainable usage evolution.
REQUIREMENTS (Must-have):
- Significant experience managing complex clients or organizations with demonstrated high autonomy
- Senior profile capable of rapidly taking ownership of a portfolio and building independent approaches
- Autonomous management of a substantial portfolio (ideally 20+ significant accounts minimum) with ability to prioritize time investment rather than treating all clients identically
- Direct responsibility for product/solution adoption, client success, or usage improvement (not limited to relationship or commercial tracking)
- Comfort with product usage data; ability to move from dashboards/metrics to hypotheses, identify investigation situations, and validate data against field observations
- Ability to work on unformulated problems: from signals (usage drops, dissatisfaction, low adoption) to diagnosis, distinguishing root causes, and selecting appropriate approaches
- Capability to advise on functional, organizational, and technical dimensions of usage across different organizations, tools, and processes
- Ability to frame action plans, prioritize, secure stakeholder involvement, and track effects until concrete change occurs
- Ability to advance topics without direct authority: documenting problems, defending priorities, obtaining decisions from multiple teams
REQUIREMENTS (Nice-to-have):
- Knowledge of hospital environments, healthcare establishment constraints, or major digital transformation programs in the healthcare sector
- SaaS, fintech, business software, or regulated environment experience where operational rigor equals client relationship quality
- Prior title less important than demonstrated responsibility for driving sustainable product/solution usage evolution with complex clients
- Contribution to dashboard evolution, metrics, client segmentation, or accompaniment practices
REQUIREMENTS (Soft skills):
- Comfort in situations where neither problem nor solution is immediately obvious; ability to advance with incomplete information, formulate hypotheses, decide time investment, and explain trade-offs
- Asks right questions, takes thoughtful initiatives, assumes choices
- Capable of challenging clients or internal teams when alternative approaches will produce greater impact while maintaining constructive relationships
- Reliable and autonomous: advances topics, alerts when blocked, prioritizes in dense portfolios
- Communicates with clarity, listening, and pedagogy to hospital teams and internal colleagues
- Embraces complexity, explores nuanced client contexts, understands real blockers, builds workable paths with right people
- Creates trust with clients and internal teams; gives factual feedback, listens, challenges or defuses tensions without avoiding difficult subjects
- Prioritizes actions producing measurable usage change and genuinely improving healthcare professional experience and portfolio health
