Remote Customer Success Manager (Healthcare AI SaaS)
Job Description
Job Description
A rapidly growing healthcare AI startup is seeking a Remote Customer Success Manager to support enterprise healthcare customers and help drive adoption, retention, and expansion of an innovative AI-powered platform.
This role is ideal for someone who enjoys building executive relationships, solving complex customer challenges, and helping healthcare organizations leverage technology to improve patient experiences and operational efficiency.
As a Customer Success Manager, you'll work directly with healthcare executives, operators, and clinical stakeholders while partnering internally with Sales, Product, Engineering, and Implementation teams.
Key ResponsibilitiesStrategic Customer Management
- Manage customer relationships from post-sale onboarding through renewal and expansion
- Serve as a trusted advisor to healthcare executives, operators, and key stakeholders
- Build strong relationships across customer organizations, from executive leadership to frontline users
- Develop customer champions and promote long-term platform adoption
Customer Growth & Retention
- Drive customer satisfaction, retention, and revenue growth
- Identify expansion opportunities and introduce additional products, services, and use cases
- Lead renewal conversations and help customers realize measurable business outcomes
- Defend and demonstrate platform value using data and performance metrics
Data & Performance Analysis
- Monitor customer health, adoption, engagement, and ROI metrics
- Identify risks and opportunities proactively
- Translate customer data into actionable recommendations
- Help optimize platform performance and improve business outcomes
Cross-Functional Collaboration
- Act as the voice of the customer internally
- Partner with Product, Engineering, Sales, and Implementation teams
- Share customer feedback to influence future product enhancements
- Help improve customer-facing processes and experiences
Process Improvement
- Develop and refine customer success playbooks
- Create scalable processes, tools, and best practices
- Contribute to building a world-class customer success organization
QualificationsRequired
- 2–5 years of Customer Success, Account Management, or Client Services experience within B2B technology
- Experience supporting Enterprise or Mid-Market SaaS customers
- Experience managing a customer portfolio valued at approximately $2M+ ARR
- Strong project management and organizational skills
- Proven ability to manage multiple priorities and customer accounts simultaneously
- Excellent written and verbal communication skills
- Strong executive presence and stakeholder management abilities
- Analytical mindset with the ability to use data to drive decisions
- Experience working in a fast-paced startup environment
- Ability to operate independently and thrive in ambiguity
Preferred
- Healthcare SaaS experience
- Experience supporting healthcare systems, provider groups, or healthcare technology organizations
- Familiarity with AI, automation, workflow, or productivity software
- Experience driving adoption of emerging technologies
- Knowledge of healthcare workflows and operations
- Experience with EHR platforms such as Epic, Athenahealth, eClinicalWorks (eCW), or similar systems
Ideal Candidate
The ideal candidate is:
- Customer-focused and relationship-driven
- Highly organized and detail-oriented
- Comfortable working with healthcare executives
- Curious, proactive, and solutions-oriented
- Data-driven and analytical
- Adaptable in rapidly changing environments
- Passionate about healthcare innovation and improving patient experiences
- Experienced in building processes and scaling customer programs
Remote + NYC candidates will need to onboard in San Francisco, CA for the first two weeks.
Benefits
- Competitive salary package
- Potential bonus and/or equity opportunity
- Medical, dental, and vision benefits
- Paid time off and company holidays
- Remote work flexibility
- Professional development opportunities
- High-growth career path within an innovative AI company
Why Join?
This is an opportunity to join a rapidly scaling healthcare AI company at a pivotal stage of growth. You'll have a direct impact on customer outcomes, influence how customer success is built and scaled, and help healthcare organizations improve patient access and care delivery through innovative technology.
Reference ID: Healthcare AI-CSM-2026
Qualified candidates with SaaS customer success, account management, healthcare technology, or enterprise relationship management experience are encouraged to apply.