About the role
We are seeking a proactive and analytical Customer Success Lead to support our facility partners in driving long-term results through our platform. In this role, you’ll work closely with customers to identify opportunities for continued success, provide guidance on optimizing their use of the platform, and serve as a key partner in evolving product features and services. This role focuses on ongoing customer performance, optimization, and relationship growth—helping customers get the most from the platform over time through data-driven insights, operational recommendations, and close collaboration.
About In-House Health
We make a platform for nurse teams to manage themselves more effectively and flexibly, powered by a predictive AI algorithm that helps efficiently match and distribute staff. We are founded by previous unicorn ($1B+) healthtech leaders, engineering talent and nurse executives. Based on the mounting need for efficiencies in healthcare, we’ve scaled from an idea to managing 25,000+ clinical professionals in our technology and analyzing data for 100,000s of patients. We are backed by top VCs, including NEA, TMV and Vine Ventures.
About You
The ideal candidate will be detail-oriented, strategic minded, process driven, and an excellent communicator. The role offers an exciting opportunity to be an early team member, with significant potential to shape the future of the organization.
Key Responsibilities:
- Monitor customer performance and identify actionable opportunities to improve operational, financial, and clinical outcomes.
- Lead regular customer check-ins and performance reviews, sharing key metrics, trends, and recommendations.
- Collaborate with customers to develop action plans that drive measurable improvements using platform capabilities and operational best practices.
- Partner closely with Product and Engineering to share structured customer feedback, inform roadmap decisions, and assist in testing new features.
- Guide customers through adoption of new features and tools, ensuring smooth rollout and utilization.
Help refine internal customer success processes, playbooks, and resources to support scalable account management. - Identify risks to customer engagement or satisfaction and work cross-functionally to resolve them proactively.
Requirements:
- Bachelor’s degree in business, operations management, or related field.
- 3+ years of experience in professional services, healthcare operations, or related role (i.e., consulting, workforce strategy, account management)
- Strong analytical skills with the ability to utilize data to drive performance outcomes and strategy
- Self-motivated with a proactive approach to problem-solving
- Excellent communication and relationship-building abilities, with a knack for translating data into clear recommendations.
- Highly organized and able to manage multiple customer relationships with competing priorities.
- Collaborative, with the ability to work across internal teams to solve complex customer needs.
- Familiarity with healthcare operations, workforce management, or labor optimization is a plus.