Job Description
Role Purpose
nOwn the post-sales customer lifecycle for assigned US accounts, ensuring successful onboarding, rapid adoption, measurable business outcomes, revenue retention, expansion opportunities, and timely collections.
nThis is a farming role, not a support role. Success is measured by customer retention, customer growth, product adoption, implementation excellence, and cash realization.
nKey Responsibilities
n1. Customer Onboarding Ownership
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- Act as the single point of contact from contract signature through go-live.n
- Lead end-to-end onboarding, implementation planning, training, stakeholder alignment, and execution.n
- Coordinate across functions to ensure successful deployment.n
- Track milestones, identify risks, and proactively remove implementation blockers.n

n2. Adoption & Customer Success
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- Drive product adoption across clinics and customer stakeholders.n
- Conduct regular business reviews (30/60/90D) to demonstrate value realization and ROI.n
- Monitor customer health, usage metrics, engagement levels,



and operational outcomes.n
- Develop and execute account success plans to maximize customer outcomes.n
- Actively reduce churn risk through early intervention and stakeholder engagement.n

n3. Account Growth (Farming)
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- Build trusted relationships with decision-makers, administrators, and key stakeholders.n
- Create account growth plans aligned with customer objectives and business goals.n

n4. Revenue Realization & Collections
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- Own invoice tracking, payment follow-ups, and collections for assigned accounts.n
- Resolve commercial, operational, or contractual issues impacting payments.n
- Maintain strong forecasting of renewal status, receivables, and expansion revenue.n

n5. Executive Relationship Management
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- Serve as the voice of the customer internally.n
- Escalate risks early with transparent mitigation plans.n
- Build executive-level relationships that improve retention a

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