The Client Success Manager (CSM) plays a critical role in building and maintaining executive-level relationships and providing regular C-suite updates to drive engagement and strategic alignment. This role is responsible for ensuring the success and utilization of robot fleets across an assigned territory of hospital partners, facilitating seamless coordination and delivering a consistently high-quality Moxi experience. The CSM will maintain deep account-level knowledge, oversee a utilization pipeline, and ensure relationship continuity from implementation through ongoing account health. Additionally, this role involves monitoring client data, collaborating with Diligent colleagues to prioritize client success efforts, and engaging hospital leadership to drive adoption, satisfaction, and expansion. This is a field-based position requiring 75% travel, with a strong preference for candidates located near a major airport. No professional technical training is required—this is a customer service and account management role within Diligent’s Growth team.
What You’ll Be Doing/Responsibilities
- Build strong relationships with Diligent clients and key stakeholders, communicating the value of Moxi with the goal of further embedding the utilization of the robots within the account.
- Partner closely with operations and growth colleagues to report on account level fleet utilization, recommend additional use cases for activation, and identify and drive opportunities for fleet expansion.
- Collaborate with hospital partner clinical care teams to identify opportunities for staff training and creative solutions to deliver amazing outcomes.
- Assess, initiate, and escalate project requests to address clients’ needs and communicate progress internally within the Client Success team and externally to the client.
- Manage use case libraries and action plans specific to each assigned account to ensure ongoing adoption of Moxi and a high-touch experience for each partner hospital.
- Seek out opportunities for use case discovery and manage the activation of new use cases.
- Align prioritization and activation of use cases with new initiatives and product enhancements.
- Manage the client success operations for multiple hospitals in your assigned area.
- Contribute to the professional development of Diligent colleagues.
- Create desirable outcomes for company-wide OKRs (Objectives & Key Results).
- Reinforce pride in organizational success and overall vision and impact.
What You’ll Need
To succeed in this role, it is critical that you can demonstrate:
- High-Touch Customer Service: be a relationship management through-line
- Creativity: ability to think outside of the box for solutions to client needs
- Effective Communication: for both onsite stakeholder discussions and team members
- Organization: always being well-informed on everything related to your assigned locations
- Dependability: no action item, big or small, will fall through the cracks
- Time Management: for making sure that projects are completed on schedule
- Customer Conflict-Resolution: handle customer issues efficiently and with a high-level of sensitivity, escalating as needed
- Flexibility & Comfort with Ambiguity – Adapt quickly to changing priorities, navigate complex challenges, and thrive in an evolving environment.
Preferred qualifications
- Experience in client-facing roles
- Experience in customer service industry
- Experience with account and/or project management
- Experience interacting with clients at all levels, including C-Suite Executives
- Experience in a hospital-based setting, is a plus
