Customer Success Executive

About the Company Cytovale is a leading innovator in early sepsis detection, revolutionizing emergency care with its advanced IntelliSep technology. This system provides rapid, actionable insights into a patient's likelihood of having or developing sepsis through a quick 8-minute blood test. IntelliSep's unique capability to assess immune dysregulation enhances the triage and treatment of sepsis, promoting patient-centered care, operational efficiencies, and provider satisfaction. Cytovale is committed to successful implementation, clinical adoption, and continual improvement of healthcare outcomes. Position Overview The Customer Success Executive (CSE) plays a critical leadership role in leading enterprise implementations of IntelliSep across health systems. As the overall implementation leader and program owner, the CSE orchestrates cross-functional implementation activities, drives implementation governance, aligns customer and internal stakeholders, manages implementation risks, and maintains accountability for successful implementation outcomes. The CSE provides implementation leadership by orchestrating cross-functional execution across Medical Affairs, Field Application Scientists, Data Science, Sales, Customer Service, and other internal functions. While accountable for overall implementation success, the CSE leverages the expertise of functional teams responsible for technical, clinical, operational, and commercial execution within their respective areas of ownership. Key Responsibilities Customer Leadership & Governance - Develop executive working relationships with executive sponsors, laboratory leadership, clinical stakeholders, information technology teams, and operational leaders. - Establish governance structures and communication plans that maintain alignment across customer and Cytovale stakeholders. - Lead executive communications, governance meetings, implementation updates, risk discussions, and customer business reviews. - Develop an understanding of each customer's organizational priorities, success metrics, workflows, and strategic initiatives. - Balance customer priorities with Cytovale implementation best practices. Program & Implementation Leadership - Develop, own and maintain the integrated implementation project plan across customer and Cytovale workstreams, ensuring alignment of milestones, critical path activities, dependencies, implementation governance, resource planning and overall program execution. - Lead execution of the integrated implementation plan by orchestrating cross-functional workstreams across Laboratory (FAS), Clinical (Medical Affairs), Technical Service & Support, Customer Service, Information Technology, Data Science, Sales, and other internal functions. - Lead implementation governance meetings that align customer stakeholders and Cytovale functional teams on implementation priorities, project status, resource planning, risks, dependencies, and executive decisions. - Identify implementation risks early, develop and maintain mitigation plans, coordinate cross-functional resources, proactively remove implementation barriers, and drive timely resolution of issues. - Guide customer stakeholders through implementation by ensuring clear understanding of upcoming project milestones, responsibilities, dependencies, key decision points and implementation expectations. - Lead organizational readiness planning with site leadership to align implementation activities, workflow integration, operational planning, change management, and go-live readiness. - Maintain accountability for overall implementation execution by ensuring commitments are completed, milestones are achieved, dependencies are resolved, and implementation activities remain on schedule while enabling functional teams to execute within their areas of expertise. - Track implementation milestones through governance meetings, action items, implementation documentation, decision tracking, and milestone reviews to ensu