Client Success Manager

Client Success Manager

Mission

Chiefly is transforming how residency programs plan, build, and maintain schedules. Our mission is to eliminate the administrative burden of scheduling so clinicians can focus on what matters most: patient care and resident wellbeing.

Why Chiefly?

• Founding role. You'll be our first dedicated client success hire with the agency. Your voice carries weight on both revenue and roadmap.
• Real ownership. You own the customer relationship end to end, from first touch through renewal, plus the product feedback loop that flows from it.
• Meaningful work. The work you do directly gives clinicians' time back to improve patient outcomes and improve program quality.

Description

The ideal candidate is curious, technically minded, and obsessed with getting clients to that "aha" moment - and then turning what they learn from those engagements into the product we build next. You'll own the customer relationship end to end: prospecting, closing, onboarding, ongoing account management, and the product feedback that flows from all of it. You'll be the first dedicated customer success hire of the team - your work will directly shape both our revenue trajectory and our roadmap. Reports to the CEO.

Responsibilities

Customer Onboarding

• Lead onboarding from kickoff through go-live as the deepest expert on the Chiefly product.
• Run training, configuration, and working sessions with residency teams.
• Own the timeline, surface risks early, and partner with engineering on edge cases.

Ongoing Account Management

• Stay engaged with every customer post-go-live as their primary point of contact at Chiefly.
• Lead renewal conversations and identify expansion opportunities (additional tiers, additional programs within the same institution, etc.).
• Monitor customer health, proactively reach out to at-risk accounts, and triage incoming questions to the right place internally.
• Maintain the institutional knowledge of each account - who's who, what's working, what's not - and use that knowledge to drive both retention and roadmap.

Sales & Pipeline

• Own pipeline generation through close. Build outbound sequences, identify and prospect target residency programs, run discovery calls, and lead deals to signature.
• Run demos and technical scoping conversations with program coordinators, chiefs, program directors, and IT/security stakeholders.
• Respond to security questionnaires, IT diligence, and integration questions, with support from technical team members.
• Partner with the CEO on strategic accounts and complex negotiations.

Product & Prioritization

• Synthesize every onboarding, support interaction, and sales conversation into a prioritized list of product needs, feature requests, and friction points - not a long list of one-off asks, but the things that move the needle for the next 50 customers.
• Partner with the CTO and engineering team to translate that synthesis into a ranked backlog and help engineering prioritize what to build next.
• Identify patterns across customers, separate signal from noise, and push back on individual requests that don't generalize.
• Write crisp specs and feature briefs that engineering can build from.

Tech Stack

You won't write production code, but fluency here helps you collaborate with engineering:

• GitHub (nice-to-have, for collaborating with the engineering team)
• PostgreSQL
• Python (NumPy, Pandas/Polars)
• TypeScript
• Jupyter / VS Code

About You

• Experience in a customer-facing GTM role at an early-stage B2B SaaS company. You've prospected, closed, onboarded, and stayed involved post-sale - often at the same company, often all at once.
• You're comfortable picking up the phone, writing cold sequences, and pushing deals forward without being asked.
• Strong product instincts. You can listen to five customer conversations and identify the underlying need that connects three of them - and the one that doesn't generalize.
• Excellent written and verbal communicator. Equally at home running a demo for a Chief Medical Officer, drafting a cold outbound email, and writing a spec for an engineer.
• Comfortable in technical tools - Git issue management and CRMs - and able to ramp on new ones quickly. You don't need to ship code, but you should be fluent enough to efficiently collaborate with our engineering team.
• Detail-oriented, organized, and excited to work in a fast-paced, early-stage environment.
• Self-starter with a bias toward "I'll figure it out."; you'll often be the first person at Chiefly to see a given problem.
• Interest in healthcare or medical education is a bonus, but not required.