Customer Success Associate / Sr Associate

CARPL.ai is the world's largest vendor-neutral AI platform for radiology. We help hospitals discover, deploy and monitor 300+ AI applications from 100+ vendors around the world. We're looking for a Customer Success Associate / Senior Associate to support our client relationships and help customers get real value from the platform from day one.

What You'll Do

• Manage day-to-day communication for a set of onboarded clients. Keep them updated on new features, releases and best practices.
• Track product adoption and usage, flag accounts that are at risk or ready to grow, and help prepare business reviews.
• Act as the first point of contact for customer issues. Triage and troubleshoot problems, and escalate to Product and Engineering when needed. Follow each issue through to resolution.
• Help onboard new clients by coordinating kickoffs, setup and training so they get value quickly.
• Spot upsell and renewal signals and pass them to the account lead.
• Keep CRM records, customer notes and health scores accurate and current.
• Collect, organize and share customer feedback, feature requests and bug reports with Product and Engineering.
• Run satisfaction surveys (NPS/CSAT), analyze the results and help close the loop with customers.
• Build and maintain customer success reports and dashboards for leadership.
• Help improve process docs and internal processes.

What You Bring

• Associate: 2–3 years of experience in Customer Success, Account Management, Customer Support or Implementation, ideally in B2B SaaS.
• Senior Associate: 3–4 years of similar experience, including independent ownership of accounts.
• Clear, confident written and verbal communication, including with clinical and technical audiences.
• A strong problem-solving mindset and attention to detail.
• The ability to juggle multiple accounts and priorities in a fast-paced environment.
• Working knowledge of how SaaS businesses run (renewals, adoption, churn).
• Hands-on experience with CRM tools and project or ticketing tools (Jira, Asana or similar).
• A collaborative approach. You're comfortable working across Sales, Product and Engineering.

Nice to have: exposure to healthcare, health IT or medical imaging (PACS/RIS, DICOM).

Why CARPL.ai?
Join a fast-growing healthtech company that is changing how AI gets adopted in healthcare, with real impact on patient outcomes worldwide. You'll work alongside hospitals, radiologists and AI innovators at the cutting edge of medical imaging, with a clear path to grow into a Customer Success Manager role.