Technical Customer Success Manager (US)

At Bitfount, our goal is to connect owners of sensitive data with AI model developers and people who need insights from that sensitive data. 

Right now, we’re heads-down applying our platform to the problem of clinical trial recruitment in the healthcare and life sciences space. We’re enabling privacy-preserving collaboration between healthcare providers and pharmaceutical companies, which will remove a major friction point in the process. We find patients faster, with less errors, and help ensure critical medicines make it through trials and into the hands of those who need them as fast as possible.

Longer term, we're building out a missing piece of global infrastructure: a secure network to enable organisations to send algorithms to data. This means data owners can share the benefits of their data with each other, without having to go through the painful and risky process of moving it around, without compromising its privacy, and without even needing to expose any raw data.

Learn more about how we work at bitfount.com/company/careers

The role

We’re looking for a US-based (East Coast/Central) Technical Customer Success Manager to join our team and take responsibility for the smooth adoption of the Bitfount platform by all our users as they participate in our federated collaboration network.

The success of Bitfount’s federated platform relies on all participating organisations (project owners, data custodians and algorithm- and AI model developers) being able to get up and running quickly. This includes installing the appropriate software, connecting datasets, creating projects and algorithms, running tasks, obtaining the appropriate compliance approvals, and more. We take these user journeys extremely seriously and want to hold ourselves to the highest standards of customer success. 

In healthcare alone, you will work directly with organisations ranging from multinational corporations and pharmaceutical companies to public-sector hospitals, to private clinics, to AI biomarker developers. Your primary metrics will be the time required for a user to reach their first aha! moment using Bitfount and how pain-free and delightful we as a team have managed to make the process for them.

In this role you have the opportunity to deeply shape Bitfount’s customer success function. It is a unique opportunity to both affect the company’s long-term Customer Success strategy and culture, as well as to turbo-charge your full-stack customer-facing skills in a fast-growing company at the intersection of some of today’s most exciting industries (AI, Clinical Trials, SaaS, Privacy).

At Bitfount, we seek individuals who are driven by impact, thrive on collaboration, and challenge complexity to deliver results. Our culture is built on shared values that empower our team to do their best work while celebrating diverse perspectives.

Your work will include:

• Building out and maintaining relationships with our growing global clinical site network. 

• Helping sites successfully install the Bitfount Desktop app and supporting Python SDK users with model onboarding efforts.

• Liaising with sites (clinicians and research teams) deploying Bitfount to gather their requirements and constraints (time, governance/legal, staff, hardware, project types, data formats and storage, etc), translating these into clear actionable plans, and following through with relevant stakeholders to implement them.

• Supporting customers with project setup, ongoing management and rollout of Bitfount across their participating sites.

• Owning the end-to-end customer support process from issue management, triaging and resolution.

• Acting as a bridge between users and the product and engineering teams to collect product feedback and suggestions for improvement.

• Working with the product, engineering and regulatory teams to improve and tailor our Quality Assurance processes to the most relevant real-world scenarios, and actively participating in the QA process.

• Working with the Bitfount marketing team to identify opportunities to educate users, including contributing to product documentation, tutorials and guides.

• Working with the Bitfount sales team to ensure a smooth handover from Sales to Services and uncover new opportunities from existing customers.

You may be fit for this role if you:

• Have a collaborative mindset, a positive attitude and an interest in making sure artificial intelligence and data are used to make the world a better place.

• Are energised by interacting and building relationships with a wide variety of people, senior and junior, technical and non-technical alike.

• Are highly organised and comfortable managing multiple workstreams.

• Have experience working in a fast-paced environment with tight deadlines.

• Have excellent written and verbal communication skills.

• Are comfortable working across a variety of tools, formats and channels. 

Bonus points for:

• Experience with B2B, SaaS and developer- and/or data science tools. Having a level of technical competency. No formal technical training is required, but our product is used by both highly technical and non-technical users and a learning mindset is essential.

• Have experience with B2B, SaaS and developer- and/or data science tools - bonus but not required.

• Having previously worked in, or have a genuine interest in working in start-ups and helping them scale to the next level! 

Tech stack we use: Hubspot, JIRA, Github, ClickUp, Notion, Slack

The interview process:

• Resume review: we review your resume to see if we might be a good fit.

• Getting to know you: 30 min chat with our Talent Partner to talk about your experience and to answer questions about the role.

• Take-home task: a brief task for you to complete independently and for us to discuss during the leadership interview

• Leadership interview: 90 minute chat with our Co-founder/CPO and Head of Business Development about your prior accomplishments, professional challenges you’ve faced, and your general approach to the role.

• Offer 🎉

What we offer

• Compensation package

  • Salary based on experience and market rate

  • Share options

• Flexible work and tools

  • A personal budget for any equipment you need to do your job

• Holidays and family time

  • 25 days holiday a year, plus bank holidays - please use them all!

  • Enhanced paid maternity, paternity and adoption leave

• Learning and development

  • Personal learning budget to use on books, courses, conferences and more

• Health & Wellbeing

  • Medical Insurance including optical and dental.

  • Cycle to work scheme

• Community

  • Great colleagues: we value a culture of authenticity, humility, and excellence. We want you to make an impact on our culture.

  • Regular (optional) team and company events in and out of the office

Bitfount is an equal opportunity employer. We do not discriminate on the basis of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Please note: all successful applicants will be subject to a DBS reference check in line with industry norms.