Customer Success Lead

Company: Nestmed
Location: San Francisco
Posted on: April 13, 2025

Job Description:

About NestmedNestmed is redefining home care with AI-driven technology that helps clinicians work more efficiently and provide better patient care. Our field solution handles scribing, scheduling, and documentation in the background, offering real-time clinical support so clinicians can stay focused on their patients-not paperwork.Every day, thousands of nurses and physical therapists use Nestmed to streamline their workflows, save time, and enhance patient outcomes. In just one year, we've become the preferred AI partner for the largest home care EMRs in the U.S., helping shape the future of home healthcare.Backed by top investors-including SciFi VC (Max Levchin, PayPal co-founder) and Mischief Capital (Plaid founder)-our team includes Stanford and YC alumni, alongside industry veterans dedicated to transforming home care delivery.About the RoleAs a Customer Success Manager at Nestmed, you'll be the frontline connection between our users and our product team. You'll work closely with clinicians to ensure they have a seamless experience, while also helping shape our product based on their feedback.This role involves managing customer inquiries, prioritizing product requests, and implementing scalable customer support systems. You'll also onboard new accounts, conduct training sessions, and optimize workflows to ensure clinicians get the most out of Nestmed's platform.What You'll Do

• Manage customer communications - Respond to inquiries from clinicians, troubleshoot issues, and ensure timely resolution.
• Organize and prioritize customer requests - Act as a bridge between users and the product team, categorizing and escalating feature requests.
• Build out a ticketing system - Implement and maintain a structured system for tracking and resolving customer issues and feedback.
• Lead onboarding and implementation - Set up and optimize clinician accounts, ensuring they are configured for maximum efficiency.
• Conduct clinician training - Educate users on platform functionality, best practices, and workflow optimizations.
• Create custom narratives for doctors - Personalize AI-generated documentation to match specific clinical needs.
• Support light product work - Collaborate with the product team to refine features and improve the overall user experience.Who You Are
  • Experienced in customer success or support, preferably in a SaaS or healthcare-related company.
  • Strong communicator - You excel at building relationships with customers and internal teams.
  • Tech-savvy and product-oriented - You have a solid understanding of software platforms and how they are built.
  • Highly organized - You can prioritize tasks, manage multiple requests, and create scalable processes.
  • Comfortable leading training sessions - You enjoy educating users and making complex concepts easy to understand.
  • Excited about working in-person in San Francisco, contributing to a collaborative team culture.Why Join Nestmed?
    • Make a meaningful impact - Help clinicians use cutting-edge AI technology to improve patient care.
    • Own and build - Shape customer success operations and influence how we engage with our users.
    • Collaborate with top talent - Work alongside a world-class team from AI, healthcare, and tech backgrounds.
    • Grow with a fast-moving startup - We're scaling quickly, offering plenty of opportunities for career advancement.
    • Be part of an in-person team - We believe in building a strong team culture in our San Francisco office.Work in a dynamic, in-person environment - We believe in building strong, in-office collaboration at our beautiful San Francisco headquarters.If you're passionate about building high-impact products that solve real-world problems, we'd love to hear from you. Apply today!
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Keywords: Nestmed, Santa Rosa , Customer Success Lead, Other , San Francisco, California