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Senior Customer Success Partner - AIOA

On this journey for over 12 years, Qventus is leading the transformation of healthcare. We enable hospitals to focus on what matters most: patient care. Our innovative solutions harness the power of machine learning, generative AI, and behavioral science to deliver exceptional outcomes and empower care teams to anticipate and resolve issues before they arise.

Our success in rapid scale across the globe is backed by some of the world's leading investors. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team across the globe, and the ability to directly impact the lives of patients. We’re inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations.

About the role:

As a Senior Client Success Partner, you will be a strategic advisor and advocate for Qventus customers, responsible for managing client relationships and ensuring success throughout the client journey. You will collaborate with cross-functional teams to deliver exceptional results, manage escalations, align operations, and develop tailored strategies to drive measurable outcomes for clients.

Key Responsibilities:

  • Executive Relationship Management & Governance: Develop and maintain trusted advisor relationships with C-suite executives and key stakeholders. Facilitate and lead steering committees (SteerCos) to align on strategic goals and review progress.

  • Operational Excellence: Manage day-to-day client operations, including project planning, meeting coordination, readiness assessments, and ensuring alignment of go-live schedules to optimize resources and avoid bottlenecks.

  • Client Strategy & Change Management: Craft and execute client-specific strategies, messaging, and change management plans that deliver measurable ROI and foster long-term partnerships.

  • Escalation & Issue Resolution: Act as the primary escalation point for client concerns, ensuring swift resolution and effective communication.

  • Cross-Functional Collaboration: Work closely with R&D, Delivery, PMs, and other teams to align on client readiness, sprint prioritization, and seamless handoffs between departments. Establish and refine processes to improve collaboration and standardization across teams.

  • Technical & Configuration Support: Partner with internal experts to configure Qventus solutions for clients, support go-live events, and deliver tailored training sessions.

  • Value Creation & ROI Validation: Define, measure, and validate value-creation initiatives, working with clients to establish ROI inputs and outcomes. Deliver polished presentations and documentation to demonstrate the impact of Qventus solutions.

  • Standardization & Scalability: Help define the transition process from customized implementations to standardized client support models, ensuring efficiency and consistency in delivery.

  • Internal & External Communications: Serve as a communication bridge between internal teams and external stakeholders, including AIOA (AI Operational Assistant) stakeholders and sales teams. Support sales enablement through demos, collateral creation, and meetings.

What We’re Looking For: 

  • 7+ years of experience in client success, account management, or consulting, with a focus on operational strategy, change management, and stakeholder engagement.

  • Proven ability to manage complex client relationships, navigate organizational structures, and drive measurable results in a healthcare or SaaS environment.

  • Strong project management skills, with experience creating and maintaining project plans, coordinating meetings, and managing cross-functional readiness for go-lives.

  • Exceptional communication and relationship-building skills, with the ability to craft polished, professional presentations and messaging.

  • Analytical mindset with a focus on value creation, ROI validation, and process improvement.

  • Experience working with technical teams, including R&D, implementation specialists, and project managers, to align priorities and deliver solutions.

  • Passion for improving healthcare operations and patient outcomes through innovative technology.

It’s a Plus if You Have… 

  • Experience with healthcare operations workflows and change management processes.

  • Familiarity with AI-driven or machine-learning-powered solutions.

  • Background in consulting, advisory services, or sales enablement for healthcare organizations.

The salary range for this role is $120,000 to $150,000. Qventus salary bands represent market data across different geographies. We consider several factors when determining compensation, including location, skills and qualifications, and prior relevant experience. Salary is just one component of Qventus’ total package. Some of our key benefits and perks* include but are not limited to: Open Paid Time Off, paid parental leave, professional development, wellness, and technology stipends, generous employee referral bonus, and employee stock option awards.

We believe that diversity, equity, inclusion, and belonging are fundamental to improving healthcare and society, and that’s why we’re building a company that leads the way. We hold ourselves accountable to using fair hiring processes that mitigate the negative impacts of unconscious bias. We also work to ensure that people from underrepresented groups play meaningful roles on both sides of the interview table. We are an equal opportunity employer and give all qualified applicants consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Candidate information will be treated in accordance with our candidate privacy notice which can be found here: https://qventus.com/ccpa-privacy-notice/

Employment is contingent upon the satisfactory completion of our pre-employment background investigation and drug test.

*Benefits and perks are subject to plan documents and may change at the company's discretion.

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What You Should Know About Senior Customer Success Partner - AIOA, Qventus

At Qventus, located in vibrant Mountain View, we're on a mission that matters! As a Senior Customer Success Partner, you will play a pivotal role in transforming healthcare through innovative solutions that leverage machine learning and AI. With a dedicated focus on patient care, you’ll be the trusted advisor our clients rely on to foster lasting relationships and enhance their experience with our products. You'll not only oversee the operational side but also strategize with C-suite executives to meet organizational goals, driving real change in patient outcomes. Your role will include managing daily operations, coordinating project plans, and guiding clients through the implementation of our AI-driven solutions. Working collaboratively with cross-functional teams, you'll ensure smooth transitions and effective communication, transforming challenges into opportunities. This position also offers you the chance to create tailored change management plans and validate the positive impact of our solutions. If you’re passionate about improving healthcare and have the experience necessary to handle complex client relationships, we can’t wait to meet you and see how you can contribute to our inspiring journey!

Frequently Asked Questions (FAQs) for Senior Customer Success Partner - AIOA Role at Qventus
What are the responsibilities of a Senior Customer Success Partner at Qventus?

As a Senior Customer Success Partner at Qventus, your responsibilities will include managing client relationships, overseeing daily operations, and developing strategic plans tailored to each client’s needs. You'll collaborate with various teams, resolve escalations, and ensure that clients receive maximum value from our AI-driven healthcare solutions.

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What qualifications are needed for the Senior Customer Success Partner role at Qventus?

To be a successful candidate for the Senior Customer Success Partner position at Qventus, you should have at least 7 years of experience in client success, account management, or consulting, with a focus on operational strategy and stakeholder engagement. Strong project management skills and exceptional communication abilities are also essential.

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How can a Senior Customer Success Partner drive value for clients at Qventus?

In your role as a Senior Customer Success Partner at Qventus, you will craft and execute client-specific strategies aimed at delivering measurable ROI, facilitating effective communication, and managing escalations to ensure swift resolutions for client concerns. This proactive approach will establish trust and long-lasting partnerships.

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What does a typical day look like for a Senior Customer Success Partner at Qventus?

A typical day for a Senior Customer Success Partner at Qventus involves overseeing client operations, coordinating meetings, managing project timelines, and leading discussions with C-suite executives. You'll be at the heart of interactions, ensuring client needs are met and suggesting improvements based on data analysis and client feedback.

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What is the salary range for a Senior Customer Success Partner at Qventus?

The salary range for a Senior Customer Success Partner at Qventus is between $120,000 and $150,000. This range reflects the importance of experience, skills, and location, and Qventus is committed to providing a comprehensive total package that includes various benefits and perks beyond just salary.

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Common Interview Questions for Senior Customer Success Partner - AIOA
How do you prioritize client needs as a Senior Customer Success Partner?

In prioritizing client needs, it’s crucial to first assess each client's specific goals and challenges. Organizing a strategy session right at the start to align on priorities can set a solid foundation. Regular check-ins and adjusting the approach based on ongoing feedback will help maintain that focus.

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Can you explain how you handle escalations from clients?

When encountering escalations, I always approach them with a mindset focused on resolution. It's important to remain calm, listen to the client’s concerns, gather relevant facts, and communicate clearly with them before devising a solution. Following up after the resolution completes the loop and reinforces trust.

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Describe your experience with change management in a client success role.

In my past positions, I have led various change management initiatives, crafting tailored communication plans that explain the value and impact of proposed changes to clients. I ensure stakeholders are prepared and supported throughout the transition by providing necessary training and updates.

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How do you measure the success of the solutions provided to clients?

I measure success by establishing clear KPIs and ROI indicators during the planning phase of any project. By tracking these metrics and continuously communicating results to clients, I can adjust strategies as needed to ensure their goals are achieved successfully.

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What strategies do you use for building relationships with C-suite executives?

Building relationships with C-suite executives requires establishing trust and demonstrating value. I focus on understanding their high-level business objectives, enable open conversations about challenges, and continually share insights or data that underpin how our solutions align with their goals.

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How would you handle a client who is resistant to adopting our AI solutions?

When dealing with a resistant client, it’s essential to understand their concerns fully. I would engage them in a discussion to discover barriers and provide tailored educational resources that clarify benefits and usage. Sharing success stories from similar clients can often ease resistance.

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What role does teamwork play in your position as a Senior Customer Success Partner?

Teamwork is vital in the role of a Senior Customer Success Partner. I frequently collaborate with cross-functional teams like R&D and Implementation to align on project milestones ensuring that we meet client expectations. Open communication and problem-solving as a team directly enhance client satisfaction.

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How do you stay updated on industry trends related to healthcare technology?

To stay updated on industry trends, I regularly attend webinars, participate in forums, and subscribe to leading healthcare technology publications. Networking with professionals in the field also provides insights and helps incorporate best practices into my strategies for client success.

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Discuss a challenging client relationship you have managed.

I once managed a client experiencing significant operational changes that affected our solution’s implementation. I initiated ongoing dialogues to address concerns, set up frequent reviews, and adapted our approaches based on their feedback, resulting in reestablishing trust and achieving their success metrics.

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Why do you want to work as a Senior Customer Success Partner at Qventus?

I am drawn to the Senior Customer Success Partner role at Qventus because of its commitment to healthcare transformation through technology. I am passionate about making a tangible difference in patient care, and I believe that my experience aligns perfectly with your mission and values.

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Qventus’ mission is to simplify how healthcare operates with the first “System of Action” that brings together data, technology and people to make it possible for hospitals to run their operations efficiently, in real time and at scale. It’s the o...

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Full-time, on-site
DATE POSTED
December 21, 2024

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