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 The In-House Health
In the face of unprecedented worldwide staffing shortages and provider burnout, we make a platform for nurse teams to manage themselves more effectively and flexibly, powered by a predictive AI algorithm that matches nurses to shifts.
In-House was founded in 2023 by Ari, the previous founder of a digital health company with a >$1B valuation, Sergey, a former bedside nurse turned healthcare data expert, and Shachar, who managed 30+ algorithm developers in national intelligence, and was a top engineer and Team Lead at Google.
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.