Client Success Associate - US

Eolas Medical is transforming how critical medical knowledge is accessed at the point of care. They are seeking a Client Success Associate to handle implementation, onboarding, and account management while working directly with healthcare stakeholders to improve patient outcomes.

Responsibilities

• Collect documents, protocols, policies, and SOPs directly from health system provider and administrator client stakeholders
• Review content to identify opportunities for improvement and modify documents to make them better where necessary
• Organize content, build and configure spaces within the platform, and upload/build content into Eolas ensuring it is structured, searchable, and aligned with best practices for discoverability and safety
• Test and QA the system to ensure it is performing as expected
• Act as the primary point of contact during the implementation phase
• Collect user information, contact details, and access levels/controls from clients and build them out in Eolas
• Own the end-to-end training process: schedule, invite, prepare, host, deliver, and follow up on all training sessions
• Get administrators, pilot stakeholders, and then full departments/users logged in and familiar with the platform
• Deliver onboarding either remotely or in-person based on the strategic importance of the client, with a significant push upfront and ongoing support as necessary
• Progressively expand onboarding scope as clients move from pilot to full deployment
• Monitor customer usage metrics and engagement dashboards to proactively identify accounts that are expanding and those at risk of declining adoption
• Identify cross-sell and upsell opportunities when usage grows beyond the original pilot department, and work with the sales team to convert those into expanded contracts
• Manage ongoing client relationships through a combination of direct check-ins and automated reporting that delivers platform insights and usage data to client stakeholders
• Drive contract renewals and extensions by demonstrating measurable value and documenting client outcomes
• Act as the voice of the customer internally, feeding insights back into product, engineering, and go-to-market decisions
• Generate referrals and case study opportunities from satisfied clients
• Identify, design, and develop materials to facilitate a seamless, frictionless document and user onboarding experience (including training) for all clients at scale
• Design and document repeatable implementation, onboarding, and account management processes
• Identify bottlenecks, manual steps, and opportunities for automation across all three functional areas
• Work closely with product and engineering to improve tooling for content ingestion, management, and governance
• Be the founding member of the Client Success function and shape how we define success metrics, onboarding timelines, and health scoring for the US business

Skills

• 0-3 years of experience in customer success, implementation, onboarding, professional services, or a related client-facing role at a technology or SaaS company
• Experience working with content-heavy systems (knowledge bases, CMS platforms, intranets, document management systems) is a strong advantage
• Technology-obsessed: you actively use AI tools in your daily workflows and recognize their potential to streamline processes
• Instantly likable and trustworthy: clients need to feel confident handing over their content and relying on you to get it right
• Comfortable being hands-on and detail-oriented while also thinking strategically about how to build scalable systems
• Strong organizational skills with the ability to manage multiple client implementations in parallel without dropping balls
• Clear communicator who can work effectively with clinicians, hospital administrators, EMS chiefs, engineers, and founders
• Process-driven mindset with a passion for turning messy, manual work into repeatable, documented workflows
• Thrives in ambiguity and early-stage environments where you help define the role as you go
• Willingness to travel periodically for onsite client activations and onboarding events (estimated 10-20%)
• Familiarity with healthcare organizations, hospital workflows, EMS operations, or regulated environments is a plus but not required
• Background in web design, content management, or technical implementation work translates well to this role

Benefits

• Performance-based bonus
• Stock options in a high-growth, venture-backed company
• Benefits package including health insurance and 401(k) (details to be finalized)
• Hybrid work environment with 3 days per week in our Cambridge office

Company Overview