Clinical Customer Success & Implementation Specialists

About Knowtex
Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients.

Position Overview
As our Clinical Customer Success & Implementation Specialist, you will own post-sale relationships with strategic health system and specialty practice customers — ensuring they achieve value from the platform and scale its use — while driving the clinical output side: implementation of workflows, specialty-specific content, clinical documentation optimization, and integration with clinical and informatics stakeholders. You will serve as a trusted advisor to both front-line clinicians and enterprise health system leaders, translating clinical needs into implemented solutions and driving adoption, renewal, and growth.

Key Responsibilities
Customer Success / Account Management

• Serve as primary customer-success lead for a portfolio of enterprise/specialty accounts, owning the lifecycle from onboarding through renewal, expansion and advocacy.
• Develop and execute customer success plans aligned with customer goals (e.g., documentation burden reduction, clinician time saved, specialty expansion).
• Monitor account health, adoption metrics, usage, and outcomes; proactively identify at-risk accounts, drive mitigation strategies, and ensure renewal success.
• Build strong relationships with key stakeholders: clinician champions, operational leaders, IT/informatics partners, purchasing/procurement where relevant.
• Facilitate QBRs (quarterly business reviews), usage reviews, ROI/outcome reviews, and present success stories.
• Identify upsell/expansion opportunities (new specialties, additional modules, new sites) and partner with sales/business development as needed.

Clinical Implementation & Informatics

• Lead the implementation of the Knowtex platform into clinical workflows and health-system settings (e.g., specialty practices, hospital systems, federal sites) configuration, go-live, integration, optimization.
• Design and document specialty-specific workflows, templates, documentation strategies, voice-AI best practices, and clinician training materials (e.g., for oncology, orthopedics, gastroenterology, etc.).
• Validate and optimize clinical documentation outputs (e.g., ensure accuracy of AI-generated notes, appropriate level of MDM/coding, compliance with billing/coding guidelines — e.g., G2211 as applicable).
• Train and enable clinical users (physicians, advanced practice providers, nursing staff) and operational stakeholders on documentation strategy, voice documentation, EHR/EMR integration (Epic, VistA/CPRS, Athena, OncoEMR, etc.).
• Collaborate with product, engineering and machine-learning teams to provide clinical insight and feedback on feature improvements, documentation accuracy, specialty expansions, and user experience.
• Maintain awareness of clinical informatics standards, documentation best practices, healthcare compliance/regulations (e.g., HIPAA, MIPS quality measures), and convey to customers and internal teams.

Required Qualifications

• Bachelor’s degree in health sciences, nursing, clinical informatics, healthcare administration or related field (or equivalent experience).
• 3+ years of combined experience in customer success/account management in SaaS (preferably health tech) and/or clinical informatics/implementation roles in health systems.
• Clinical background (e.g., RN/MD/licensed healthcare professional) or significant prior clinical documentation/informatics experience (5+ years) preferred.
• Demonstrated success managing enterprise customers, driving adoption, and managing renewals/expansions.
• Strong clinical documentation knowledge (workflow design, templates, EHR integration, coding/MDM levels) especially in ambulatory/specialty or hospital settings.
• Experience working with major EHR/EMR systems (Epic, VistA/CPRS, Athena, etc.) and integrating digital platforms into clinical workflows.
• Excellent communication skills (both with clinicians and business stakeholders), ability to translate complex clinical/technical concepts to non-clinical executive leadership.
• Analytical mindset: ability to track and report on adoption metrics, utilization/ROI, success metrics; comfortable with dashboards/scorecards.
• Agile, hands-on, comfortable working in a startup/scale-up environment with fast pace, cross-functional collaboration, and ambiguity.

Preferred Qualifications

• Experience in specialty documentation areas (oncology, orthopedics, GI, etc.).
• Familiarity with voice-AI, ambient documentation, or speech-recognition/clinical AI platforms.
• Technical experience with PostgreSQL, prompt engineering, AWS preferred
• Prior experience in federal healthcare or health systems (VA, DoD) or familiarity with procurement/certification/integration in that context.
• Strong project management skills, ability to manage simultaneous implementations, timelines, dependencies.

Compensation & Benefits

• Meaningful equity compensation
• Unlimited PTO
• Premium health, dental, and vision coverage
• 401(k) plan
• Hybrid work model: 3 days/week in our San Francisco office