Technical Customer Success Specialist (MedTech SaaS) - bilbao
hace 1 día
Bilbao
[Last day to apply: Sunday, September 13] About us 🩺 Legit.Health deploys computer vision and artificial intelligence technology to enable lifesaving diagnosis and therapies for visible diseases. Our goal is to enable universal access to high-quality diagnosis and follow-up of pathologies and to offer affordable health assistance to everyone everywhere. We are transforming how healthcare professionals diagnose and follow up visible diseases with cutting-edge AI. We already work with top hospitals and public health systems, we are scaling our CS team to ensure every client succeeds. Things you should know before following and signing up for the position: We are a startup, it is important that you are knowledgeable about how startups operate and know that at this stage there are more unknowns than certainties. There are many things to discover and define yet, so you will be part of that definition, therefore you will have many functions helping management. At Legit.Health we have a friendly open collaborative culture and a united team vision. We love entrepreneurial/risk taking/high ambition mindsets. Our work is rewarding and we help each other win by creating a supportive and collaborative environment for one another. Take a look at our opening below and send us your application - we look forward to hearing from you! Job description 🧑💻 We are looking for a Technical Customer Success Specialist who can own accounts end-to-end (from onboarding to expansion) with full technical and commercial confidence. You will not be a coordinator between teams. You will be the expert in the room: the person clients trust to understand their workflows, challenge requests that don't make clinical or technical sense, and drive adoption of Legit.Health solutions with authority. You will work closely with our Sales and Product teams, but you will not depend on them to lead client conversations. Your day-to-day will involve managing complex, high-stakes accounts in healthcare, defending integration decisions, guiding clients through technical setups, and proactively identifying risks before they become incidents. What you need to achieve 💪🏻 Account Ownership • Own the full lifecycle of assigned accounts: onboarding, adoption, QBRs, and renewal., • Lead client meetings independently, including technically complex discussions on integrations, product behavior, and workflow design., • Maintain a thorough, documented understanding of each account., • Carry a portfolio in the order of 6–8 named accounts at steady state, with the depth and continuity that implies. Technical Client Leadership • Lead integration conversations directly with client technical teams. You know what is routine for you to handle (authentication setup, callback URLs, payload mapping, iframe configuration, REST/JSON troubleshooting) and what genuinely requires escalating to Software Development (custom data transformations, novel authentication flows, new integration patterns)., • Understand and explain how AI model behavior is influenced by image quality, clinical context, and workflow configuration: confidently and accurately., • Identify when a client request is technically unfeasible or clinically inadvisable, and push back constructively with a clear rationale and a sound alternative. Onboarding and Implementation • Design and execute onboarding plans tailored to each client's clinical and technical environment., • Customize implementation protocols, validate integration setups, and ensure smooth transitions from sales to active use., • Travel as required to support on-site implementations and client relationships. Proactive Risk and Opportunity Management • Identify adoption risks, escalation signals, and expansion opportunities before they are raised by the client or internally., • Structure your own work, propose solutions, and act on them. Detailed step-by-step direction is the exception, not the default., • Monitor client satisfaction metrics and act on them proactively. Documentation and Communication Discipline • Maintain complete, up-to-date records: meeting notes, recordings, account status, and action logs: consistently uploaded to shared systems without being asked., • We follow a policy of minimum necessary interruptions and direct communication, but we need you to be generally reachable during working hours (phone, Slack, email) for internal coordination when needed., • Communicate client incidents internally with speed and transparency, even when the incident involves your own error. Feedback Loop and Cross-functional Collaboration • Channel structured, actionable client feedback to Product and Sales., • Advocate internally for client needs while also protecting the integrity and coherence of the product. Upselling and Growth • Identify and close upsell and cross-sell opportunities within existing accounts., • Contribute to converting pilots into long-term contracts. Must have 🔍 • Experience: 3–5 years in a Customer Success, Technical Account Management, Project Management or Implementation role in a B2B SaaS or digital health company. We will consider equivalent demonstrated seniority outside this exact range., • Technical depth: Comfortable leading conversations on API integrations, endpoints, and data flows with client technical teams. You know when something is routine for you to resolve and when it genuinely requires Software Development input., • Healthcare domain knowledge: Solid understanding of clinical workflows, medical terminology, and the challenges of deploying software in regulated health environments., • Autonomous execution: You manage complex, multi-stakeholder accounts independently. You keep your own context, set your own priorities, and deliver without being asked twice., • Client confidence: Ability to defend technically or clinically sound decisions against client pressure, with clarity and composure., • AI literacy with critical judgment: You use AI tools effectively but take full responsibility for the quality of what you produce. You filter and edit AI output before it reaches a client or a colleague; you do not pass raw model output through., • Communication and documentation: Impeccable async communication habits: you document, you upload, you keep people informed without being chased., • Languages: High proficiency in English and Spanish (written and spoken)., • Analytical skills: Strong ability to track, interpret, and act on client usage data and satisfaction metrics. Strongly preferred (differentiators) 🌟 • Portuguese: at professional level or higher. We have an active client base in Brazil and Portugal, and a Portuguese-speaker on the CS team is a meaningful advantage., • Familiarity with regulated medical-device software environments and the cadence of post-market obligations., • Direct experience in dermatology, oncology or wound care; the clinical areas where we operate. Nice to have ☺️ • Able to work autonomously, with discipline and with high motivation and energy, • Proactive, willing to learn, have an impact and grow in the company, • Team player capable of adapting to changes in a fast-paced environment, • Experience with CRM systems (HubSpot), project management tools (Jira, Trello, Notion), digital health interoperability standards (HL7, FHIR) and agentic coding (Claude Code or similar). What do we offer 🏝️ • Full-remote position. We are a team of committed professionals, so you choose where you work from and also means that all processes need to be thought of as if we had no office and everyone is working remotely. No one will feel like an outsider, since all conversation will need to happen on Slack or hangouts., • Working in a fast growing Start-up environment within an international context. You’ll join at a key moment to make a huge impact on how we scale with hospitals, public health systems or pharmaceutical companies., • Opportunities to grow into customer ownership and strategic roles in Customer Success., • Flexible compensation: daycare and restaurant., • Flexible vacation policy: 23 working days per year + 2 additional days granted by the company (your anniversary and December 7th) + 2 days for company closure per labor agreement (December 24th and 31st)., • Flexible working hours., • Permanent contract., • Competitive salary according to your experience. Languages 🌍 • High English and Spanish proficiency (writing and speaking)., • Portuguese is strongly preferred., • French and other languages are a plus. In compliance with the provisions of the data protection regulations, we inform you that the personal data you have provided with your resume will be processed in a mixed manner (automated or not) by AI Labs Group, S.L., with NIF B95988127 and address in Gran Vía, 1, BAT Tower, Bilbao (Bizkaia), 48001 (hereinafter, Legit.Health). The purpose of this data processing is the management of Legit.Health's personnel selection processes and is based on your prior consent. Your data will be kept for one year, after which we will proceed to cancel it. You are also informed that no automated decisions will be made. Your data will not be transferred to third parties. At any time you can exercise your rights of access, rectification, deletion, portability, limitation, or opposition, by writing to the email . We also inform you that you can go to the Control Authority to assert your data protection rights. *Please note that this is not an email to submit job applications. We are only processing the data you have provided for specific personnel selection processes. If you wish to apply for a position, please follow the instructions on our official job postings. Sincerely, Legit.Health team.
