Customer Success Manager - Healthcare

Penguin Ai•Philadelphia, PA

11d

About The Position

Penguin Ai's platform only proves its value after go-live - and that's where you come in. As our Customer Success Manager, you'll own the post-implementation relationship for our healthcare customers, becoming the trusted day-to-day face of Penguin Ai as they run Prior Auth, HCC Coding, and other mission-critical workflows on our platform. You'll make sure nothing drops between “build” and “live,” turn adoption data into action, and build the playbooks that let this function scale as our customer base grows.

Requirements

3+ years in customer success, account management, or client services - ideally in healthcare, health-tech, or enterprise SaaS
A track record of owning the full post-go-live customer lifecycle, from onboarding handoff through renewal and expansion
Comfort running executive-level conversations and translating technical detail into business outcomes for healthcare stakeholders
Sharp organizational skills - you can juggle multiple accounts, tickets, and cadences without dropping a thread
Experience with a CRM/ticketing platform such as HubSpot to track account health and support operations
A builder's mindset - comfortable creating playbooks, health-scoring frameworks, and documentation from scratch rather than waiting for someone to hand you a process
Excellent written and verbal communication skills, with the poise to be the calm, trusted voice a healthcare customer wants during an escalation

Nice To Haves

You’ve delivered AI or automation projects that deliver measurable undeniable impact
You've not just survived but thrived in the beautiful chaos of a high-growth startup
You can effortlessly translate between product-speak, clinical-speak, and exec-speak
You have a legendary reputation for turning "red" projects gloriously green

Responsibilities

Own the post-go-live relationship for your accounts, serving as the primary day-to-day point of contact and the face of Penguin Ai for in-life use cases
Identify expansion opportunities within accounts and partner with the Sales Executive on renewals and growth
Run executive and operational cadences with customers - weekly syncs, escalation reviews, QBRs, and more
Track and report account health: adoption, ticket trends, open risks, and renewal/expansion signals
Partner with the PMO and delivery leads to transition implementations cleanly from build into steady-state, ensuring nothing drops between go-live and long-term success
Work hand-in-hand with delivery teams and customers on support tickets, managing HubSpot ticketing hygiene and reporting so issues are triaged, tracked, and closed with visible SLAs
Consolidate customer feedback, recurring questions, and enhancement requests into a prioritized input stream for Product and Engineering
Build and maintain customer-facing documentation - FAQs, release notes, and enablement material - to reduce repeat support volume
Author and evolve the customer success playbook - onboarding, health scoring, escalation paths, QBR structure, and success metrics - and scale the practice as the customer base grows