This role blends clinical workflow expertise, project management, customer success strategy, and clinic support. You will lead all elements of implementation - including serving as project manager/quarterback for EHR integration and SSO setup where needed - train clinical teams on the Tidepool+ platform, guide workflow and intervention designs that result in improved patient outcomes and financial impact for health systems, and ensure quantifiable success with Tidepool+.

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At Tidepool, personal experience with diabetes is valued and not required. We seek team members who are empathetic towards chronic conditions and eager to learn about the diabetes experience. For more insights into our work culture, including our commitment to inclusion and diversity, please refer to this blog post about working at Tidepool.

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Company Description

Founded in 2013, Tidepool is a 501(c)3 nonprofit organization dedicated to making diabetes data more accessible, actionable, and meaningful for people with diabetes, their care teams, and researchers. The 510(k)-exempt Tidepool Data Platform allows people with diabetes to see all of their data in one place. Tidepool+ adds enterprise population health features for healthcare providers. Tidepool Loop is an FDA-cleared automated insulin delivery app,  intended to work with commercially available interoperable insulin pumps and CGMs. A version of Tidepool Loop is now available for use through Sequel twiist powered by Tidepool.

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Follow us on Twitter at @Tidepool_org and on Facebook and Instagram.

What You’ll Do

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Implementation & Onboarding

• Serve as the project manager for all things implementation, overseeing end-to-end onboarding and implementation for each clinic, ensuring a smooth, timely, and highly organized go-live experience.
• Coordinate all technical setup with the appropriate technical resources at Tidepool, which could include electronic health record integration, single sign-on, as well as all clinical workflow training for patient monitoring, device uploading, data review, and other critical workflows for successful adoption and usage.

‍Clinical Workflow Support & Adoption

• Serve as coach, mentor, and cheerleader for clinical teams as they incorporate Tidepool+ into traditional appointments, hybrid care models, remote patient monitoring (RPM), and teletherapy workflows.
• Troubleshoot internal barriers with clinician champions to overcome obstacles and ensure the highest and best adoption possible at each health system.
• Drive measurable adoption through structured training, proactive touchpoints, and hands-on workflow support.

‍Strategic Account Success & Value Realization

• Create and execute tailored Success Plans for each clinic, aligning organizational goals with measurable outcomes and utilization KPIs.
• Monitor account health using analytics, engagement data, and clinical workflow assessments — escalating issues proactively.
• Track and improve key success metrics, including:
  • New patient enrollment as a % of contracted utilization
  • Utilization of Tidepool+ features (TIDE dashboard, EHR workflows, dashboards, GMI reporting, etc.)
• Serve as primary day-to-day contact with clinic customers - using analytics to drive engagement, proactively address needs.
• Perform Quarterly Business Reviews (QBRs), or a version appropriate given each individual relationship, which demonstrate ROI back to the customer.
  

‍Renewals, Advocacy, and Cross-Functional Partnership

• Own renewal performance for your portfolio, maintaining proactive forecasts and driving retention strategies.
• Identify and support expansion opportunities based on utilization, new programs, and/or multidepartment adoption beyond endocrinology across other business units such as OB/MFM, Primary Care, Educators, In-Patient, and others.
• Partner with Product & Engineering to communicate field needs, advocate for enhancements, and validate new features.
• Collaborate with Marketing to support the creation of communications, success stories, webinars, and customer-facing materials.
• Maintain pristine documentation across Zoho CRM, Jira, Confluence, Fathom, and Google Workspace.
  

‍Operations & Metrics

• Continuously identify opportunities for operational excellence by improving documentation, refining workflows, and strengthening the systems and processes that support Clinic Success and clinic delivery.
• Synthesize and report on clinic health, adoption trends, and implementation progress, providing clear summaries and insights to Sales, Product, Marketing, and Leadership.
• Partner cross-functionally to translate patterns from the field into scalable improvements, helping Tidepool operate with greater clarity, consistency, and efficiency as we grow.

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A Day in the Life

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As a Clinic Success Manager, no two days are the same.

Your mornings may begin by reviewing Customer Scorecards in DataBricks, clearing the Support queue, analyzing patient enrollment, connectivity, and workflow adoption to identify clinics that are thriving and those that may need additional support. You’ll follow up with clinics to nudge next steps, schedule training, or reconnect with teams showing early signs of risk. And yes, you may be nudging some clinic multiple times before there is a response, but you thrive on the many creative ways you’ve invented to say “let’s meet soon!”

From there, you may jump into a Zoom onboarding session, coaching clinicians through new workflows and helping them understand not just how Tidepool+ works, but how it supports better patient outcomes, reduces administrative burden, and strengthens the financial sustainability of a system’s diabetes programs. On other days, you’ll collaborate with IT teams on EHR integration or SSO setup, ensure timelines stay on track, and coordinate with Support and Engineering to resolve issues quickly.

Throughout the day, you'll work closely with Sales, Marketing, Product, and Support - translating clinic pain points into actionable internal insights, logging feedback in Jira, sharing patterns you’re seeing in Slack, or preparing materials that help C-suite leaders understand the operational and economic value Tidepool brings to their organization. You will also respond to new support tickets, troubleshooting with users, and surfacing potential bugs to Engineering.

You’ll flex between analytical focus, relationship building, creative problem-solving, and technical coordination, all while serving as a trusted partner to clinics navigating meaningful workflow changes. By day’s end, you’ll have advanced implementations, strengthened relationships, surfaced critical insights, and helped a clinic move closer to delivering proactive, data-driven diabetes care.

It’s dynamic and mission-driven work, placing you at the center of a national shift in how clinicians care for people with diabetes.

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Technical Skills & Tools

As a data-driven success professional, you will be expected to confidently navigate and leverage the following tools as part of Tidepool’s operating stack. Training will be provided on all tooling.

• Zoho CRM & Jira: Manage pipeline visibility, log clinic interactions, and ensure data integrity.
• Kixie: Conduct and track outbound calls, ensuring consistent engagement metrics.
• Fathom: Record, summarize, and share key takeaways from clinic meetings and calls.
• Jira & Confluence: Collaborate with Product and Engineering to track feedback, requests, and feature progress.
• Slack: Communicate cross-functionally and collaborate in real time with Sales, Product, Support and Marketing.
• Google Workspace (G Suite): Manage reporting, meeting decks, and shared documentation across Drive, Sheets, and Slides.
• DataBricks & Pendo: Ability to interpret customer usage analytics, track success KPIs, and use data to tell a story internally and externally.

Technical fluency is critical—our most successful team members are comfortable operating in a digital-first, SaaS-oriented environment and view tools as leverage to scale relationships, not replace them.

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Qualifications

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Required Qualifications

• Bachelor’s degree in Business, Health Sciences, Nursing, Public Health, or related field, or certification in diabetes care and education
• 3–5 years in Customer Success, Account Management, Implementation, or Clinical Operations (digital health and/or SaaS a plus).
• Demonstrated ability to drive adoption and manage multi-stakeholder clinical relationships.
• Excellent analytical skills, with the ability to interpret usage data to drive strategic decisions.
• Excellent project management skills and experience leading teams to understand and adopt new workflows.
• Exceptional written and verbal communication skills.
• Naturally curious and eager.

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Preferred Qualifications

• Certified Diabetes Care Education Specialist (CDCES) credential or previous experience working in a clinical diabetes setting.
• Strong understanding of diabetes clinical workflows in outpatient, telehealth, or RPM settings.
• Experience leading technical implementations, including EHR integrations and/or SSO setup with IT teams.
• Experience with Epic or other EHRs, including HL7/FHIR concepts.
• Background in diabetes care, RPM programs, care management, or population health.
• Experience with renewal strategy or expansion planning in a SaaS environment.
• Familiarity with HIPAA, PHI handling, and healthcare compliance requirements.

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Work Environment & Expectations

• Tidepool is a fully remote organization with team members distributed across the U.S. We embrace flexibility and trust, while maintaining high standards for communication, professionalism, and accountability.
• Remote Collaboration: You will work cross-functionally with teammates via Slack, Google Workspace, Confluence, and Zoom.
• Clinic Engagement: Nearly all clinic meetings, demos, and QBRs are conducted via Zoom. The expectation is camera readiness for all external calls, as we believe face-to-face connection builds trust and partnership.
• Work Hours: While schedules are flexible, availability during core business hours (within local timezones) is expected for client meetings and team collaboration.

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Additional Information

Compensation: The annual compensation range for this role is $96,000 to $133,000. To learn more about Tidepool's compensation philosophy please see Tidepool's Employee Handbook.

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Time Zones and Locations: You can work from anywhere within the United States. Occasional early mornings and evenings may be requested due to the need for overlapping business hours.

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Our Benefits package for full-time employees includes:

• Excellent Medical, Dental, and Vision health insurance
• Health and Dependent Care FSA with a dollar-for-dollar match up to the IRS limit for Health FSA
• Flexible PTO with a recommended minimum of at least three weeks per year
• Eight weeks of paid new parent leave  
• A flexible work schedule
• Continuing Education Reimbursement that encourages team members to spend time on professional development

Tidepool is an Equal Opportunity Employer. The company supports diversity and inclusion in its core values and does not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by U.S. federal or state law or local ordinance. When necessary, the company will reasonably accommodate employees and applicants with disabilities if the person is otherwise qualified to safely perform all of the essential functions of the position.