Customer Experience Manager

Linus Health•Boston, MA

19d

About The Position

We are seeking a Customer Experience Manager to own the day-to-day customer experience after implementation. This individual will serve as the primary point of contact for customer support, communications, and engagement, ensuring customers receive timely assistance, proactive communication, and an exceptional overall experience. This role combines customer success, customer support, communications, and operational execution to drive adoption, satisfaction, and long-term customer value.

Requirements

3–5 years of experience in Customer Success, Customer Support, Account Management, or Customer Operations.
Experience supporting healthcare organizations or healthcare SaaS products.
Excellent written and verbal communication skills.
Experience creating customer communications, documentation, newsletters, or training materials for a variety of audiences.
Strong organizational and project management skills.
Experience with Zendesk or similar customer support platforms.
Passion for delivering exceptional customer experiences.
Ability to manage multiple priorities in a fast-paced environment.
Demonstrated ability to collaborate cross-functionally

Responsibilities

Serve as the primary point of contact for customer support and ongoing customer success.
Manage incoming customer requests through the Linus Support Portal, email, phone, meetings, and chat.
Resolve customer issues or coordinate with Product, Engineering, Clinical, and Customer Success teams for timely resolution.
Monitor customer health and proactively identify opportunities to improve adoption and satisfaction.
Conduct customer check-ins and business reviews as appropriate.
Identify customer trends and recommend improvements to workflows, documentation, and product enhancements.
Own customer communication plans across all customer touchpoints.
Develop and distribute customer newsletters, release notes, product announcements, implementation updates, and educational communications.
Coordinate customer email campaigns and other communication channels.
Create customer-facing documentation, FAQs, knowledge base articles, training materials, and best practices.
Ensure messaging is consistent, timely, and aligned across the customer lifecycle.
Coordinate customer onboarding and training activities.
Manage device logistics and customer fulfillment requests.
Track customer support metrics and SLA performance.
Develop scalable customer success and support processes.
Maintain support documentation and internal knowledge resources.
Support special projects that improve the customer experience.