Customer Outcomes Manager, iQueue for Operating Rooms

About LeanTaaS

LeanTaaS is a growth-stage company specializing in software solutions that integrate lean principles with predictive and prescriptive analytics, powered by machine learning, to revolutionize operations in hospitals and infusion centers. Our award-winning products and expert change management services support over 190 health systems and more than 1,200 hospitals and centers across 49 states. These solutions enhance patient access, shorten wait times, and reduce costs in healthcare delivery. We have secured over $300 million in funding from leading investors including Bain Capital, Insight Partners, and Goldman Sachs, and have been recognized as one of the world's top 100 AI companies.

Please note that although this role is advertised as remote, employment is currently limited to residents of AK, AZ, CA, CO, IA, KS, MO, MT, NV, OR, TX, UT, WA. We maintain an office in Santa Clara, CA for those who wish to work in-office either regularly or occasionally.

Role Overview

As a Customer Outcomes Manager, your core responsibility is to maximize the value our customers extract from our product suite by deeply understanding their unique operational requirements. You will develop robust relationships with leaders at all organizational levels, from scheduling teams to C-suite executives.

Key Responsibilities

• Build and maintain strong relationships with customer executives via quarterly business reviews and other engagement strategies.
• Clearly communicate the benefits of our products to various stakeholders, including presenting the financial ROI to CFOs and explaining operational improvements to other hospital leaders.
• Contribute to refining product vision by sharing customer insights and pain points with inbound product managers, and suggesting detailed feature enhancements for the roadmap.
• Drive adoption of the latest product updates among customer sites to ensure they benefit from newly released tools.
• Advise customers on resolving operational challenges in perioperative departments by combining software solutions with best practices drawn from nationwide health system experience.
• Develop analytics to monitor customer operations and performance, proactively identifying and addressing potential issues.
• Collaborate with Account Managers to identify growth opportunities within the health systems using our products.
• Partner with marketing to create case studies, customer videos, and presentations for industry events that showcase customer success stories.
• Deliver exceptional customer support, including training on new features and responding promptly to ad hoc requirements.

Candidate Qualifications

• Bachelor's degree in health sciences, engineering, business administration, or related fields; or equivalent relevant experience.
• Over 5 years of professional experience in client-facing healthcare roles, such as healthcare management consulting, customer success, project management, or direct health system roles, with comprehensive knowledge of hospital operations.
• Self-driven with eagerness to learn and improve without needing direction, willing to take ownership of personal growth.
• Results-oriented mindset willing to accept accountability for work outcomes and customer success.
• Experience in process improvement, software implementation, or other customer-facing roles within high-growth software companies is preferred.
• Proven track record working with C-suite executives or other senior leadership.
• Excellent communication and organizational abilities, demonstrated by clear and professional resume and approach.
• Strong project management skills, capable of handling multiple projects simultaneously and coordinating cross-functional teams under dynamic deadlines.
• Proficiency in data analysis using tools such as Excel or Tableau.
• Capacity to work primarily Central or East Coast hours with flexibility to support customers across all U.S. time zones.
• Willingness and ability to travel between 25%-50% of the time.

Preferred Additional Experience

• Familiarity with perioperative healthcare environments.
• Background in healthcare product development or management.
• Experience working with data or analytics-oriented products.
• Exposure to enterprise software products.

Benefits and Compensation

• Opportunity to tackle challenging operational healthcare problems that improve patient access and save lives.
• Competitive compensation including base salary, target bonus, and stock options.
• 401(k) with matching contributions.
• Comprehensive healthcare benefits.
• Generous paid time off and parental leave policies.
• Monthly reimbursements for skill development, wellness, transportation, and home office expenses.
• Education reimbursement for selected courses and programs.

Additional Information

Candidates must be legally authorized to work in the United States; verification will be required at hiring. Visa sponsorship is not available. LeanTaaS is dedicated to fostering an inclusive, discrimination-free workplace valuing diversity across numerous attributes protected by law. Assistance during the application process is available upon request for qualified individuals with disabilities. Agency resumes are not accepted, and no fees are owed by candidates for unsolicited resumes.

We utilize AI-assisted tools in our hiring process to efficiently review applications and assess materials; however, final hiring decisions are made by humans. Compensation is set using a market-based approach considering factors such as role level, location, skills, and experience.