Director of Customer Success

About Nabla

We are a team of entrepreneurs, physicians and engineers committed to bringing back joy to the practice of medicine.

Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: The leading ambient AI assistant that’s redefining healthcare delivery. By streamlining clinical documentation, Nabla empowers doctors to channel their energy where it matters most - patient care. Trusted by over 30,000 clinicians and implemented in more than 40 healthcare organizations, our AI assistant is making waves in the medical industry.

We are only at the start of an ambitious journey. With a bold vision to support 5 million practitioners worldwide, we've recently secured $30 million in Series B funding and are actively seeking exceptional talent to be part of our team.

This is a great time to join us!

The best of AI at the service of healthcare

Nabla’s phenomenal traction is the result of 3 years of diligent product development.

Our team counts former Facebook AI Research engineers who anticipated the way AI could transform healthcare delivery. Our Machine-Learning team is continually leveraging the latest advancements in the field to unlock the full potential of AI in healthcare.

Not only that, Yann LeCun, Meta’s Chief AI Scientist and AI Godfather, is an advisor to Nabla.

Responsibilities:

Build and nurture strong relationships with key customers to drive satisfaction, retention, and expansion opportunities.
Develop and implement customer success strategies, processes, and best practices to ensure the highest level of customer satisfaction and success.
Serve as the primary point of contact for escalated customer issues, working cross-functionally to resolve issues promptly and effectively.
Develop and deliver customer success metrics and reporting to track performance, identify trends, and drive actionable insights.
Collaborate closely with sales, product, and other cross-functional teams to align customer success efforts with company goals and initiatives.
Stay up-to-date on industry trends, best practices, and emerging technologies in customer success and apply insights to continuously improve our customer success efforts.
Mentor and coach junior team members and contribute to their professional growth and development.
As we scale, recruit, hire, and onboard additional customer success team members and implementation managers to support our growing sales and customer base.

Qualifications:

We are seeking candidates with:

5+ years of experience in customer success, account management, or a related customer-facing role.
Proven track record of driving customer satisfaction, retention, and expansion in a SaaS or technology-driven environment.
Strong communication, presentation, and interpersonal skills with the ability to build rapport and trust with customers and internal stakeholders.
Demonstrated leadership experience with the ability to lead by example, mentor team members, and drive results.
Experience developing and implementing customer success strategies, processes, and best practices within the healthcare industry.
Analytical mindset with the ability to leverage data and metrics to drive insights and inform decision-making.
Experience recruiting, hiring, and developing high-performing teams is a plus.

Benefits

Just like we’re dedicated to supporting doctors’ well-being, ensuring yours is a top priority. We firmly believe that by prioritizing your well-being, we support you to excel in your work.

Here are the benefits you get when joining Nabla:

Stock ownership offered to all employees
100% healthcare coverage
Unlimited PTO, plus 10 national holidays
Unlimited sick days
Paid maternity leave of 16 weeks
Remote-friendly — we know how to collaborate to drive results, regardless of location
Culture of trust & accountability — your output matters more than your clock-in time
Allocated budget so you can create a comfortable home office space tailored to your needs

Life at Nabla

When you become a part of our company, you join a team of excellence-driven, curious, and genuinely kind individuals. Together, we're committed to making doctors' lives easier and improving healthcare experiences for everyone. We believe in a world where clinicians can focus on what they were trained to do - caring for their patients, and where no patient feels their visit was rushed.

We come to work excited to leverage AI to do more for doctors. We’re obsessed with our users’ satisfaction and we actively seek out opportunities to engage one-on-one with clinicians to understand how Nabla can better help. We consistently look for ways to improve and do not shy away from doing the work to excel. Whether it’s a feature our doctors asked for, or a new article for our blog, we prioritize collaboration to deliver exceptional outcomes.

We love having fun as much as we love work. Our #nablabla channel is as active as our #feature-show-off channel, we exercise during the work day at least 3 times a week (yoga, running, pilates, or HIIT, your choice!), hold a game night every now and then, and are constantly snacking on chocolate or nuts.

If this sounds like an environment you’ll thrive in, we look forward to reading your application!

Diversity & Inclusion

Diversity and inclusivity are fundamental values at Nabla. We embrace individuals from various backgrounds, including race, gender, educational history, sexual orientation, and beyond.

As an equal opportunity employer, we actively seek out and welcome applicants from diverse backgrounds, believing that a wide range of perspectives enriches our team and enhances our ability to innovate and thrive.

We’ll do our best to make sure you get feedback within 48 hours maximum after each interview.