Customer Success Manager

About us: Franklin.ai

Franklin.ai is a joint venture between global medical diagnostic leader Sonic Healthcare (ASX:SHL) and health technology game-changer Harrison.ai with a mission to raise the standard of healthcare for millions of patients every day.

Globally, pathology faces a stark skills shortage, with the number of US pathologists decreasing 18% between 2007 and 2017 despite an increase in workload. Building comprehensive AI solutions for pathology will help scale the capacity of diagnostic care across the globe. This new partnership combines Harrison.ai's depth of expertise and comprehensive AI methodologies with Sonic Healthcare's global clinical experience and distribution. The collaboration will unlock digital pathology to provide pathologists with a second set of eyes, using state-of-the-art AI technology to deliver efficient and accurate diagnosis support.

We’re redefining what’s possible in healthcare, through AI technology.

As Customer Success Manager at franklin.ai you will play a vital role in building and leading our customer success team and ensuring that our customers achieve tangible business impact with our solutions.
- You will collaborate with the sales and marketing teams to design, develop, and deliver client-specific product training, addressing any identified performance or knowledge gaps. By doing so, you will play a crucial role in ensuring that our customers are equipped with the necessary skills to maximize the value of our solutions. As the Customer Success Manager, you will actively gather customer insights and feature requests, acting as the voice of the customer to guide our Product Management team in shaping product roadmaps. Your understanding of customer needs and feedback will be instrumental in driving product enhancements and improvements. This role presents an exciting opportunity to shape the frameworks and processes that will guide our interactions with future customers.

**What you'll be doing**:

- Building and leading our customer success team
- Developing a deep understanding of our customers’ needs and challenges, particularly pathologists at various stages of the Digital Pathology/AI trust cycle
- Utilizing your growing expertise in digital pathology and our AI solutions to proactively identify growth opportunities within our existing customer base, including up-selling and cross-selling
- Collaborating with customers to define and develop compelling business cases, providing best practice guidance on the effective use of AI in pathology
- Leading the onboarding and product training process for new customers, ensuring seamless integration and configuration of our product within clinical settings
- Designing, developing and delivering client specific product training in collaboration with the sales and marketing teams
- Gathering customer insights and feature requests for the Product Management team to guide product roadmaps

**What we're looking for**:

- Experience within a Digital Pathology setting and an understanding of the challenges and opportunities associated with Digital Pathology and AI
- Proven ability to build rapport and trust with pathologists and other key stakeholders including IT managers and C-suite executives
- Experience in delivering product training or conducting workshops for clinicians

**Nice to have (but not essential)**:

- Experience in Customer Success roles within pathology
- Experience in a start-up or scale-up environment, where you have contributed to building customer success frameworks and processes from scratch
- Familiarity with Digital Pathology tech stack (IMS/LIS/WSIV/Scanners/storage, DICOM/HL7 standards) & AI technologies

**Why join us?**

**Do work that matters**: our pioneering Pathology AI solutions will help detect cancer, improve diagnostic accuracy and potentially save millions of lives.

**Flexible working**: we have a remote-first environment with a cool office for social events and brainstorming sessions, or even full-time onsite if you prefer.

***Grow your career with us**: we are believers in lifelong learning. You’ll have access to a variety of resources and continuous career development opportunities.

**Competitive salary and equity**:we’re constantly analysing market rates to keep our compensation up to date, in addition to offering a generous stock options program.

**Stay at the top of your game**:work with diverse teams of industry experts and leaders who are passionate about what they do.

**Vibrant culture**: with sponsored team activities, fun social events and a supportive work environment, your holistic wellbeing is top of mind.

**What’s next?