Customer Success Associate

About Rad AI

At Rad AI, we’re on a mission to transform healthcare with artificial intelligence. Founded by a radiologist, our AI-driven solutions are revolutionizing radiology—saving time, reducing burnout, and improving patient care. With one of the largest proprietary radiology report datasets in the world, our AI has helped uncover hundreds of new cancer diagnoses and reduced error rates in tens of millions of radiology reports by nearly 50%.

Rad AI has secured over $140M in funding, including a recently oversubscribed Series C ($68M round) led by Transformation Capital, bringing our valuation to $528M. Our investors include Khosla Ventures, World Innovation Lab, Gradient Ventures, Cone Health Ventures, and others—all backing our mission to empower physicians with cutting-edge AI.

Our latest advancements in generative AI are used by thousands of radiologists daily, supporting more than one-third of radiology groups and healthcare systems and nearly 50% of all medical imaging in the U.S. at partners including Cone Health, Jefferson Einstein Health, Geisinger, Guthrie Healthcare System, and Henry Ford Health.

Recognized as one of the most promising healthcare AI companies by CB Insights and AuntMinnie, and ranked by Deloitte as the 19th fastest-growing company in North America, we are building AI-powered solutions that make a real impact. Most recently, Rad AI was named to CNBC’s Disruptor 50 list, highlighting the innovation and momentum behind our mission.

If you’re ready to shape the future of healthcare, we’d love to have you on our team!

About the Role

The Customer Success Associate is a centralized resource that enables the Customer Success team to move fast and scale. In this role, you will take ownership of core account maintenance duties, gaining hands-on expertise across every facet of customer success. This role supports CSMs and allows them to do more in depth client relationship building. You will become an expert in Rad AI's internal tooling along the way. This is a high-ownership role with a clear path into Customer Success, Technical Support, Sales, or Implementation.

What You'll Be Doing

• Own a portfolio of accounts, serving as their primary point of contact.
• Run technical account transitions for customers end to end.
• Proactively monitor the client feedback and other signals to flag account risks early to the CSM team.
• Coordinate technical support escalations and follow engineering tickets through to resolution.
• Partner with CSMs on Strategic Business Review ROI data and run key routine analytics reports.
• Maintain CRM (HubSpot) hygiene by executing data checks and consolidating contracts.
• Become the team's expert in internal tools [Orion, Europa, Linear, and Zendesk.]
• Create visibility into systemic issues and recurring work, and recommend process improvements that scale the Customer Success organization.
• Take an active role in building out a world-class customer success organization that aims to exceed customer expectations with attentive, responsive, and knowledgeable service.

How Success Is Measured

• Time saved per CSM: expanding CSM capacity by taking on tactical tasks and operations.
• Task throughput: high execution velocity, ticket resolution, and speed.
• Customer NPS: contributing to overall account satisfaction and customer sentiment.

Who We're Looking For

• Bachelor's degree or above.
• 3+ years of experience in implementation, support, operations, or a related role; healthcare or SaaS experience is a plus.
• Strong data analytics skills, with the ability to translate data into actionable insights. Storytelling is key
• Tech savvy and tool fluent, with hands-on experience in Microsoft Suite, Zendesk, Linear, and CRM systems such as HubSpot.
• Strong track record of using AI tools, such as Claude or Chat GPT, to scale your own productivity and work more efficiently.
• Strong project management, organizational, and communication skills to juggle competing priorities and deliver outcomes on a timeline.
• Eagerness to continuously learn, adapt, and improve in a fast-paced, ever-changing environment with a desire to advance into Customer Success, Technical Support, Sales, or Implementation.
• Gritty, adaptable, and curious, with a high degree of ownership.

Nice To Haves:

• Experience in a high-growth startup environment.
• Experience in a healthcare environment, radiology big plus
• Demonstrated record of identifying expansion and cross-sell opportunities.
• Knowledge of the healthcare industry and AI technology.
• Prior professional consulting or healthcare software implementation experience.

Join our world-class team as we build and deploy AI solutions that empower physicians and transform patient care—making a meaningful impact on millions of lives. Driven by our mission, we prioritize transparency, inclusion, and close collaboration, bringing together exceptional people to revolutionize healthcare. If you're passionate about driving innovation and delivering impactful healthcare solutions, we'd love to hear from you!

To learn more about what it's like to work at Rad AI, visit https://www.radai.com/life-at-rad-ai and be sure to follow us on LinkedIn to stay up to date!

Location Details:

For roles listed as San Francisco - Onsite:

• This role will be based in our San Francisco office and we expect employees to work onsite four days per week. The remaining time may be worked remotely or onsite, depending on team and business needs.

For roles listed as United States - Remote:

• This role is open to candidates located anywhere in the United States.

For roles listed as San Francisco - Onsite + United States - Remote:

• We will prioritize candidates who can work onsite four days per week in San Francisco, while also considering remote candidates located anywhere in the United States.

For US-Based Full-Time Roles, Rad AI offers a variety of benefits, including:

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA (with employer match), FSA, & DCFSA
• 401(k)
• 11 Paid Company Holidays
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend
• For roles based outside the US, your recruiter can share more details

At Rad AI, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Please be vigilant regarding job scams. We advise all candidates to apply directly through our official careers page. Our recruiters will use email addresses with the domain @radai.com or [email protected].