Technical Customer Success Specialist (SaMD) (Palma)

Overview Legit.Health deploys computer vision and artificial intelligence technology to enable lifesaving diagnosis and therapies for visible diseases. Our goal is to enable universal access to high-quality diagnosis and follow-up of pathologies and to offer affordable health assistance to everyone everywhere. We are transforming how healthcare professionals diagnose and follow up visible diseases with cutting-edge AI. We already work with top hospitals and public health systems, and we are scaling our CS team to ensure every client succeeds. We are a startup, so you should be knowledgeable about how startups operate and understand that there are many unknowns. You will be part of defining and discovering solutions, performing many functions to support management. We have a friendly, open, collaborative culture and a united team vision. We love entrepreneurial, risk-taking, high-ambition mindsets, and we work to create a supportive and collaborative environment for one another. Role Technical Customer Success Specialist who can own accounts end-to-end (from onboarding to expansion) with full technical and commercial confidence. You will be the expert in the room, trusted by clients to understand their workflows, challenge requests that don’t make clinical or technical sense, and drive adoption of Legit.Health solutions with authority. You will work closely with Sales and Product teams but will lead client conversations, manage complex, high-stakes accounts in healthcare, defend integration decisions, guide clients through technical setups, and proactively identify risks before they become incidents. Responsibilities
- Own the full lifecycle of assigned accounts: onboarding, adoption, QBRs, and renewal.
- Lead client meetings independently, including technically complex discussions on integrations, product behavior, and workflow design.
- Maintain a thorough, documented understanding of each account.
- Manage a portfolio of 6–8 named accounts at steady state with appropriate depth and continuity.
- Lead integration conversations directly with client technical teams, determining what is routine to resolve and what requires Software Development input.
- Explain how AI model behavior is influenced by image quality, clinical context, and workflow configuration.
- Identify technically unfeasible or clinically inadvisable requests and provide constructive alternatives.
- Design and execute onboarding plans tailored to each client’s clinical and technical environment.
- Customize implementation protocols, validate integration setups, and ensure smooth transitions from sales to active use.
- Travel as required to support on-site implementations and client relationships.
- Identify adoption risks and expansion opportunities early; structure work and take action with minimal hand-holding.
- Monitor client satisfaction metrics and act proactively.
- Maintain complete, up-to-date records: meeting notes, recordings, account status, and action logs in shared systems.
- Communicate incidents with speed and transparency, including when they involve your own error.
- Channel structured, actionable client feedback to Product and Sales; advocate for client needs while protecting product integrity.
- Identify and close upsell/cross-sell opportunities within existing accounts and help convert pilots into long-term contracts. Qualifications
- Experience: 3–5 years in a Customer Success, Technical Account Management, Project Management or Implementation role in a B2B SaaS or digital health company. Equivalent seniority considered.
- Technical depth: Comfortable leading API integrations, endpoints, and data flows with client technical teams; know when to escalate to Software Development.
- Healthcare domain knowledge: Understanding of clinical workflows, medical terminology, and deploying software in regulated health environments.
- Autonomous execution: Ability to manage complex, multi-stakeholder accounts independently; set priorities and deliver without repeated prompting.
- Client confidence: Ability to defend technically or clinically sound decisions under pressure, with clarity and composure.
- AI literacy with judgment: Use AI tools effectively and responsibly; filter and edit AI output before it reaches clients or colleagues.
- Communication and documentation: Strong async communication; document and keep people informed without being chased.
- Languages: High proficiency in English and Spanish (written and spoken).
- Analytical skills: Ability to track, interpret, and act on client usage data and satisfaction metrics. Preferred differentiators
- Portuguese: professional level or higher (advantage for Brazil/Portugal client base).
- Familiarity with regulated medical-device software environments and post-market obligations.
- Direct experience in dermatology, oncology, or wound care. Nice to have
- Ability to work autonomously with discipline and high motivation.
- Proactive, eager to learn, and grow with the company.
- Team player adaptable to a fast-paced environment.
- Experience with CRM (HubSpot), PM tools (Jira, Trello, Notion), HL7/FHIR interoperability, and AI coding tools. What we offer
- Full-remote position; work from anywhere with Slack/Hangouts for communication.
- Fast-growing startup environment with international scope.
- Opportunities to grow into customer ownership and strategic roles in Customer Success.
- Flexible compensation including daycare and restaurant benefits.
- Adaptable vacation policy: 23 working days per year plus company and statutory days.
- Adaptable working hours and permanent contract.
- Competitive salary aligned with experience. Languages English and Spanish proficiency required; Portuguese strongly preferred. French and other languages are a plus. Data privacy notice In compliance with data protection regulations, personal data provided with your resume will be processed by AI Labs Group, S.L. for personnel selection purposes. Data will be kept for one year. You can exercise your rights by contacting the provided email address. This notice is part of the job posting and does not constitute an invitation to submit applications separately. Please note that this is not an email to submit job applications. Follow the instructions on our official job postings to apply. #J-18808-Ljbffr Postúlate en Kit Empleo: kitempleo.es/empleo/6tsznp