Customer Success Manager
RHINO HEALTH
Administration
Boston, MA, USA
Posted on Jun 11, 2025
About Rhino Federated Computing
Rhino Federated Computing Rhino solves one of the biggest challenges in AI: seamlessly connecting siloed data through federated computing. The Rhino Federated Computing Platform (Rhino FCP) serves as the ‘data collaboration tech stack’, extending from providing computing resources to data preparation & discoverability, to model development & monitoring - all in a secure, privacy preserving environment. To do this, Rhino FCP offers flexible architecture (multi-cloud and on-prem hardware), end-to-end data management workflows (multimodal data, schema definition, harmonization, and visualization), privacy enhancing technologies (e.g., differential privacy), and allows for the secure deployment of custom code & 3rd party applications via persistent data pipelines. Rhino is trusted by >60 leading organizations worldwide - including 14 of 20 of Newsweek’s ‘Best Smart Hospitals’ and top 20 global biopharma companies - and is leveraging this foundation for financial services, ecommerce, and beyond.
The company is headquartered in Boston, with an R&D center in Tel Aviv.
About the Role
As a Customer Success Manager at Rhino, you’ll play a critical role in ensuring the long-term success of our customers — particularly in managing day-to-day engagement, onboarding coordination, and adoption of the Rhino platform. You’ll work closely with our forward-deployed engineering teams, and vertical sales leaders to ensure our customers are achieving meaningful results and growing their usage over time.
You will:
- Serve as the primary post-sale relationship owner for mid-market and long-tail customers, and a strategic support partner in larger enterprise accounts.
- Coordinate onboarding and user enablement efforts, ensuring smooth handoff from implementation teams and partner organizations.
- Proactively monitor account health, usage patterns, and support trends — and intervene when risks emerge.
- Drive user adoption by developing onboarding guides, training sessions, and success resources tailored to each customer segment.
- Execute touchpoints (e.g. onboarding check-ins, adoption reviews, feedback sessions), and participate in executive QBRs alongside the Deployment Strategist or VP.
- Collaborate with technical support and forward deployed engineers to track issue resolution and customer sentiment.
- Act as the voice of the customer within Rhino — collecting feedback, identifying usability challenges, and informing product, delivery, and marketing teams.
- Support the identification of account growth signals and share them with Deployment Strategists or sales leaders for qualification and follow-up.
- Help establish scalable systems, processes, and metrics for customer health, retention, and engagement as the CS function grows.
About the Candidate
You should have:
- 4+ years of experience in customer success, client engagement, or customer-facing operations within a B2B SaaS, data platform, or AI/ML environment.
- Exposure to data platforms and/or machine learning workflows, and the ability to translate technical capabilities into practical onboarding and enablement steps.
- Hands-on comfort with basic scripting or data tools (e.g., Jupyter notebooks, Python, SQL, CLI environments). You don’t need to be an engineer, but you should be familiar with our users’ common toolkit.
- Background working with bioinformatics, healthtech, or pharmaceutical R&D environments - especially in support of data science, clinical informatics, or real-world evidence teams - is preferred.
- Strong empathy for technical users operating in complex, regulated settings (e.g., healthcare, life sciences, financial services), and a desire to help them succeed.
- Excellent written and verbal communication skills, with a clear, professional style tailored to both technical and non-technical audiences.
- Proven ability to manage multiple customer relationships simultaneously, staying organized, proactive, and outcome-oriented.
- Comfort working cross-functionally across delivery, product, engineering, and commercial teams — with a team-first mindset.
- Familiarity with tools such as HubSpot, Salesforce, Gainsight, or other customer engagement and workflow systems.
- A structured, process-driven approach — with the ability to operate independently in a fast-moving, high-complexity environment.
- Advanced degree (e.g., PhD, MPH, MS, MBA) a plus especially with focus in health policy, data science, business analytics, or a related field relevant to regulated industries.