Principal Customer Success Manager

2 weeks ago

New York, NY, United States Aidoc Full time
Description

Aidoc is recruiting a Principal Customer Success Manager in the United States. Join our team

About Aidoc

Aidoc helps health systems deliver smarter and faster care when it matters most. Its mission is to transform patient outcomes through 'always on' clinical AI, eliminating preventable care gaps that lead to loss of lives and disabilities. Through our proprietary aiOS™ platform, Aidoc seamlessly integrates real-time intelligence into provider workflows, helping physicians make faster clinical decisions for over 45 million patients a year. With the most FDA-cleared AI solutions in its category and deployments across 150+ health systems globally, Aidoc elevates the physician and patient experience.

Backed by General Catalyst, Square Peg, NVentures (NVIDIA's venture arm), and four major U.S. health systems, Aidoc has raised $370 million to date, including a recent $150 million round to accelerate development of CARE™, its clinical-grade foundation model.

About this role

At Aidoc, we're transforming healthcare with AI that empowers clinicians, streamlines operations, and ultimately saves lives. As a Principal Customer Success Manager (PCSM), you'll play a strategic role at the forefront of this transformation - building trusted partnerships with some of the most influential health systems in the world and helping them achieve measurable success at scale.

You'll collaborate with executives, guide enterprise strategy, and shape how hospitals realize value from Aidoc's groundbreaking AI platform. This is a rare opportunity to combine strategic influence, deep partnership, and meaningful impact - all while advancing the future of healthcare.

Responsibilities

  • Be a Strategic Partner: Lead a portfolio of Aidoc's most strategic, enterprise customers (typically $15M+ ARR across 3-6 accounts), aligning their AI strategy with business and clinical goals.
  • Engage Executives and Drive Strategy: Develop and nurture trusted relationships with C-suite leaders, ensuring shared vision, clear success metrics, and long-term alignment.
  • Lead with Impact: Orchestrate governance and planning structures - including QBRs, Executive Steering Committees, and annual roadmap sessions - that drive visibility, accountability, and momentum.
  • Collaborate for Excellence: Partner closely with regional Customer Success Managers (CSMs), Sales, Product, and Delivery teams to deliver seamless execution and ensure measurable outcomes across sites and workflows.
  • Drive Measurable Growth: Collaborate with Regional Account Directors (RADs) to secure renewals and identify expansion opportunities through demonstrated ROI and strategic partnerships.
  • Be the Voice of the Customer: Champion customer perspectives across Product, Marketing, and Leadership, ensuring that insights from the field inform Aidoc's innovation roadmap.
  • Inspire and Mentor: Provide mentorship and leadership to CSMs engaged in your accounts, sharing best practices in strategic planning, executive engagement, and value realization.
What Success Looks Like:
  • Exceptional retention and expansion of enterprise accounts
  • Strong executive alignment and satisfaction
  • Broad adoption and measurable value realization across sites and workflows
  • Visible influence on customer advocacy and growth
  • Deep cross-functional collaboration and internal alignment
Requirements
  • Strategic Experience: 7+ years of experience in Customer Success, Strategic Account Management, or Consulting, leading enterprise healthcare or SaaS partnerships in fast-growing environments.
  • SaaS Expertise: Proven success managing complex, multi-million-dollar accounts in healthcare technology or enterprise software.
  • Executive Presence: Exceptional communication and relationship-building skills with the ability to confidently engage and influence C-suite stakeholders.
  • Business Acumen: Strong ability to connect technology adoption with tangible business outcomes and ROI.
  • Collaborative Leadership: Track record of driving cross-functional collaboration across Product, Sales, and Delivery teams.
  • Impact Mindset: History of achieving renewal, adoption, and expansion success within strategic enterprise accounts.
  • Education: Bachelor's degree required; advanced degree (MBA, MHA, MPH) preferred.
Working at Aidoc

We're a dynamic, collaborative and fast growing team of more than 400 global employees, committed to improving the world of healthcare. We're looking for mission-driven people excited to do transformative work.

We have offices in Barcelona, Tel Aviv and New York City, but Aidoc is a remote-first workplace.

What we offer:
  • A range of medical, dental and vision benefits
  • Stock options for all full-time employees
  • 20 days of paid vacation, plus sick days and holidays
  • A 401(k) plan, life insurance, plus long and short term disability
  • The opportunity to directly improve medical care and impact patient outcomes


Aidoc is deeply committed to creating an inclusive and diverse workplace, and to the principle of equal opportunity for all individuals. We prohibit harassment of any type as well as discrimination based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.

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