Last day to apply: Thursday, 28 May
Job Description
We are looking for a Technical Customer Success Specialist who can own accounts end-to-end (from onboarding to expansion) with full technical and commercial confidence. You will not be a coordinator between teams. You will be the expert in the room: the person clients trust to understand their workflows, challenge requests that don't make clinical or technical sense, and drive adoption of Legit.Health solutions with authority.
You’ll work closely with Sales and Product teams, but will lead client conversations independently, managing complex high‑stakes accounts in healthcare, defending integration decisions, guiding clients through technical setups, and proactively identifying risks before they become incidents.
Responsibilities
- Account Ownership: Own the full lifecycle of assigned accounts – onboarding, adoption, QBRs, and renewal.
- Lead client meetings independently, including technically complex discussions on integrations, product behavior, and workflow design.
- Maintain a thorough, documented understanding of each account.
- Carry a portfolio of 6–8 named accounts at steady state, with depth and continuity.
- Technical Client Leadership: Lead integration conversations directly with client technical teams; handle routine tasks (authentication setup, callback URLs, payload mapping, iframe configuration, REST/JSON troubleshooting) and identify when escalation to software development is required.
- Understand and explain how AI model behavior is influenced by image quality, clinical context, and workflow configuration.
- Identify technically unfeasible or clinically inadvisable client requests and provide constructive push‑back with clear rationale and alternatives.
- Onboarding and Implementation: Design and execute onboarding plans tailored to each client’s clinical and technical environment; customize protocols, validate integration setups, ensure smooth transition from sales to active use, and travel as required.
- Proactive Risk and Opportunity Management: Identify adoption risks, escalation signals, and expansion opportunities before they are raised; structure your own work, propose solutions, and act on them.
- Track client satisfaction metrics and act proactively.
- Documentation and Communication Discipline: Maintain complete, up‑to‑date records (meeting notes, recordings, account status, action logs) and consistently upload them to shared systems; keep internal coordination reachable during working hours; communicate incidents with speed and transparency.
- Feedback Loop and Cross‑functional Collaboration: Channel structured, actionable client feedback to Product and Sales; advocate internally for client needs while protecting product integrity.
- Upselling and Growth: Identify and close upsell and cross‑sell opportunities within existing accounts; contribute to converting pilots into long‑term contracts.
Must have
- 3–5 years in Customer Success, Technical Account Management, Project Management or Implementation in a B2B SaaS or digital health company (or equivalent seniority).
- Comfortable leading conversations on API integrations, endpoints, and data flows; know routine tasks versus those requiring software development input.
- Solid understanding of clinical workflows, medical terminology, and challenges of deploying software in regulated health environments.
- Autonomous execution: manage complex accounts independently, set priorities, and deliver without being asked twice.
- Defend technically or clinically sound decisions against client pressure with clarity and composure.
- AI literacy with critical judgment: use AI tools effectively, filter and edit output before sharing; do not pass raw model output.
- Impeccable async communication habits: document, upload, and keep stakeholders informed without follow‑up.
- High proficiency in English and Spanish (written and spoken).
- Strong analytical skills: track, interpret, and act on client usage data and satisfaction metrics.
Strongly preferred (differentiators)
- Professional level Portuguese proficiency to serve clients in Brazil and Portugal.
- Familiarity with regulated medical‑device software environments and post‑market obligations.
- Direct experience in dermatology, oncology or wound care.
Nice to have
- Ability to work autonomously with discipline, high motivation and energy.
- Proactive, eager to learn, make an impact and grow within the company.
- Team player capable of adapting to changes in a fast‑paced environment.
- Experience with CRM systems (HubSpot), project management tools (Jira, Trello, Notion), digital health interoperability standards (HL7, FHIR) and agentic coding tools.
What do we offer
- Full‑remote position.
- Fast‑growing startup environment within an international context; join at a key moment to make a huge impact.
- Opportunities to grow into customer ownership and strategic roles in Customer Success.
- Adaptable compensation: daycare and restaurant vouchers.
- Flexible vacation policy: 23 working days per year + 2 additional days granted by the company (anniversary and December 7th) + 2 days for company closure (December 24th and 31st).
- Flexible working hours.
- Permanent contract.
- Competitive salary according to experience.
- Languages: High English and Spanish proficiency. Portuguese strongly preferred; French and other languages are a plus.
Data protection and privacy
In compliance with the provisions of the data protection regulations, we inform you that the personal data you have provided with your resume will be processed in a mixed manner (automated or not) by AI Labs Group, S.L., with NIF B******** and address in Gran Vía, 1, BAT Tower, Bilbao (Bizkaia), ***** (hereinafter, Legit.Health). The purpose of this data processing is the management of Legit.Health's personnel selection processes and is based on your prior consent. Your data will be kept for one year, after which we will proceed to cancel it. No automated decisions will be made. Your data will not be transferred to third parties. At any time you can exercise your rights of access, rectification, deletion, portability, limitation, or opposition by writing to the email ******. You can also go to the Control Authority to assert your data protection rights.
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