Senior Manager, Clinical Support

About Us

Hyperfine, Inc. (Nasdaq: HYPR) is the groundbreaking health technology company that has redefined brain imaging with the Swoop^_® system—the first FDA-cleared, portable, ultra-low-field, magnetic resonance brain imaging system capable of providing imaging at multiple points of care in a healthcare facility. Our mission is to revolutionize patient care globally through transformational, accessible, clinically relevant diagnostic imaging. Learn More

About The Role

Job Title: Senior Manager, Clinical Support

Location: Field, USA

The Senior Manager of Clinical Support builds and leads the global Clinical Support (CS) Team, including Clinical Support Specialists (imaging techs) and Clinical Account Managers (nurses), and reports to the Chief Medical Officer (CMO). The Clinical Support team drives the technical/clinical portion of a sale as well as customer implementations to ensure Hyperfine customers successfully adopt the product with a positive experience, driving growth for expansion.

Responsibilities:

• Work with VP Commercial, Strategy VP’s and Marketing leadership to set the overall vision and strategic plan for the CS organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through new software releases, service and software renewals, new sales and net - retention improvements.
• Drive customer outcomes, product adoption and customer experience
  • Lead the technical assessment as part of the sales process.
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability.
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
• Build and lead world-class team:
  • Recruit and develop a high performing team.
  • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e.g.., Marketing, Sales, Product/Engineering, etc.)
  • Foster collaboration within the Hyperfine team and across customers
  • Drive operational practices to track performance of teams and individuals.
• Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Work closely with Technical Assistance Center (TAC), Marketing, Product and Cybersecurity leadership to execute software releases, collaborate on customer requests, surface existing product and new product input
• Drive Account Growth Outcomes:
  • Expand our revenue in accounts through new sales and up-sell opportunities.
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability.
• Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
• This role is focused on pre-sales and customer success management and is not a technical support-related role.

Knowledge and Skill:

• Progressive leadership experience in MedTech; MR imaging experience strongly preferred.
• Proven ability to drive customer adoption, expansion, and retention through strong clinical partnership and customer success best practices.
• Demonstrated success setting strategy, translating it into executable initiatives, and tracking results against defined metrics.
• Strong executive presence with the ability to lead, influence, and communicate effectively across levels, including C-suite stakeholders.
• Operationally strong: excels in analytical thinking, process design and improvement, problem-solving, planning, and execution.
• Comfortable operating in a fast-moving, ambiguous environment; adapts quickly to evolving business priorities.
• Highly collaborative, with experience working cross-functionally and with external partners.
• Hands-on leader who holds themselves and their team accountable for delivering agreed-upon performance metrics.
• Willing and able to manage escalated customer issues with urgency and sound judgment.
• Deep understanding of the clinical and critical care environment, enabling consultative recommendations on complex, technically driven procedures.
• Experience partnering with physicians, clinical teams, administrators, and other key stakeholders; able to build trust and influence decision-makers.
• Excellent written and verbal communication skills; articulate, analytical, and technically savvy.
• Highly organized, self-directed, and effective at managing time, travel, and competing priorities.

Education and Experience:

Typically requires 8–12 years of progressive experience, including a combination of the following:

• Associate degree in Radiologic Sciences or Bachelor of Science in Nursing (BSN).
• 5+ years of hands-on clinical experience in radiology and/or critical care nursing.
• 3+ years of experience in a customer-facing role supporting, implementing, or enabling adoption of clinical products or services.
• 3–5+ years of experience leading, developing, and scaling clinical support teams in a people-management capacity.

Physical Demands:

• Ability to travel up to 50%, including occasional weekend travel.
• Ability to work effectively from a home-based office.
• Ability to travel by air and ground as required, including access to reliable ground transportation.
• Residence within a reasonable distance of a major airport to support frequent travel.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship now or in the future of any employment Visa.