Job Title: Clinical Customer Success Specialist
Department: Customer Success
Location: Hybrid (required on-site hospital field visits, local and abroad)
This role represents a unique opportunity for clinical professionals, particularly those in healthcare quality, education, or nursing informatics looking to transition from traditional hospital operations into the rapidly growing HealthTech and B2B SaaS sector. Instead of being confined to a single facility, you will leverage your hard-earned clinical expertise to drive digital transformation at a macro level, shaping patient safety standards and software adoption across multiple hospital systems globally.
Important Notice Regarding Eligibility: Due to partnership agreements with our healthcare clients, we are unable to accept applications from individuals acting as the primary point of contact, project champion, or lead system administrator for Semmel Health solutions at our existing customer hospitals. However, general clinical end-users of our software who do not manage the primary vendor relationship with Semmel are fully eligible and welcome to apply.
Company Description Semmel Health helps hospitals deliver, and the public receive, safe care through solutions that promote patient safety and high-quality clinical practice. Its applications are used in leading public and private healthcare systems to standardise operations, improve data quality, and strengthen safety processes. By focusing on practical, technology-enabled tools, Semmel Health supports healthcare teams in reducing risk and enhancing patient outcomes. Candidates joining Semmel Health can expect to contribute to meaningful improvements in healthcare delivery and safety.
Role Description The Clinical Customer Success role is a full-time position with flexibility for work-from-home arrangements. This role focuses on supporting clinical users of Semmel Health’s solutions, ensuring they can effectively implement and sustain patient safety practices.
This role bridges clinical workflows and software adoption. You will act as the primary operational authority for hospital stakeholders across Infection Prevention, Surgical Operations and Quality Assurance. Your objective is to establish baseline adoption metrics, build scalable digital training programmes, engage with Key Opinion Leaders (KOLs) through education-led initiatives, and develop flagship reference hospitals into Centres of Excellence (CoE).
Day-to-day responsibilities include onboarding new hospital and clinic teams, providing proactive customer support, and guiding users through product features and workflows. The role also involves monitoring customer satisfaction, analysing usage and feedback data, and collaborating with internal teams to resolve issues and optimise clinical workflows. The Clinical Customer Success professional will work closely with clinicians, administrators, and IT stakeholders to promote adoption, deliver training, and contribute to continuous improvement of Semmel Health’s offerings.
Key Responsibilities
1. Customer Onboarding, Training and Support
- Develop, standardise, and execute role-specific onboarding syllabi for diverse hospital personnel (e.g., Infection Preventionists, OT Nurse Managers, Quality Auditors).
- Provide direct, frontline customer support to all clinical users, actively resolving technical and workflow queries while ensuring strict adherence to response time targets.
- Conduct comprehensive training sessions as part of the initial onboarding process, and deliver ongoing, continuous educational support to ensure sustained software adoption.
2. Digital Content and Resource Creation
- Author authoritative, evergreen clinical content such as best practice frameworks, clinical playbooks, and industry white papers that demonstrate Semmel’s deep domain expertise and operational capabilities.
- Record, edit, and distribute screencasts and video tutorials demonstrating software functionality across all products.
3. Product Adoption and Usage Tracking
- Actively track, monitor, and analyse user logins and specific feature utilisation across all applications within SafetyOS on an ongoing basis.
- Establish baseline adoption metrics and generate comprehensive quarterly utilisation reports.
- Design and execute targeted interventions to increase software engagement within each hospital
4. Medical Science and Academic Engagement
- Organise, manage, and host educational initiatives including public talks, regional seminars, and virtual webinars.
- Actively guide and collaborate with existing client hospitals for the submission of scientific abstracts and conference posters.
Qualifications & Requirements
Education & Clinical Background
- Bachelor's degree in Healthcare Informatics, Nursing (BSN), Healthcare Administration, or Public Health.
- Minimum of 3–5 years of practical experience in Healthcare Informatics, Infection Prevention and Control (IPC), Operating Theatre Management, or Hospital Quality/Accreditation (e.g., JCI, local standards).
- Preferred: Active or past credentials in Infection Control (e.g., CIC) or Healthcare Quality (e.g., CPHQ).
Technical & Operational Skills
- High digital literacy with a proven track record of rapidly mastering complex B2B SaaS platforms or Electronic Health Records (EHR/EMR).
- Proficiency with screencasting and video editing software for producing training materials.
- Deep understanding of clinical research methodologies, with the ability to assist clinicians in structuring academic abstracts and posters.
Professional Competencies
- Ability to operate autonomously in a remote environment while managing complex, multi-stakeholder hospital accounts.
- Exceptional peer-to-peer communication skills, capable of engaging authoritatively with department heads, surgeons, and quality directors.
- Experience in event coordination or managing Continuing Medical Education (CME) seminars is highly advantageous.
Other Qualifications
- Exceptional written and verbal communication skills in English, with the proven ability to author professional, high-quality clinical documentation and industry white papers.
- Strong customer-focused skills, including Customer Satisfaction, Customer Service, and Customer Support, with a commitment to building long-term relationships.
- Solid Analytical Skills to interpret usage data, identify trends, and recommend practical improvements for customer outcomes.
- Demonstrated problem-solving skills, attention to detail, and a commitment to patient safety and quality of care.
To apply, please submit your application here:
https://doc.semmelhealth.com/index.php/apps/forms/s/yMt4qSLxM5SRgS4btgHyzm58