Customer Success Manager

Invoca

13h•$100,000 - $105,000•Remote

About The Position

Invoca is seeking an experienced Customer Success Manager to join their dynamic, fast-growing team. This role focuses on advising and supporting a portfolio of customers within the Healthcare segment, managing $3–$5M in revenue. Reporting to the Vice President of Customer Success, the Customer Success Manager will leverage both human and digital touchpoints to guide customers throughout their lifecycle, driving adoption, expansion, and retention. This is a highly strategic, relationship-driven role where the individual will act as a trusted advisor, helping healthcare organizations maximize their investment in Invoca’s AI-powered platform to improve patient acquisition, patient experience, and contact center performance. The role involves using customer data, health indicators, and automation to deliver personalized, proactive engagement that drives business impact, and collaborating with cross-functional teams to ensure customers receive the right resources at the right time, with appropriate care for the compliance-sensitive nature of healthcare data. The ultimate goal is to empower customers with actionable insights, making their organizations more successful because of Invoca.

Requirements

4+ years of Customer Success or Account Management experience in B2B SaaS.
3+ years working with enterprise software, preferably serving Healthcare or another regulated, compliance-sensitive industry.
Demonstrated AI fluency – you actively use AI tools in your work and can show how you apply them to be more effective, accurate, and efficient (e.g., drafting and synthesizing, analysis, research, and preparation). You’re eager to keep learning as AI capabilities evolve.
Strong project management skills, with experience prioritizing competing initiatives.
The ability to consult and communicate effectively with all levels of an organization, from end users to executives.
Genuine passion for AI-driven technology and how it transforms customer engagement.
Background in digital marketing, advertising technology, or performance marketing, with an understanding of how marketers optimize customer (or patient) acquisition and engagement.

Nice To Haves

Experience working with Contact Centers and associated technologies (CCaaS, e.g., Genesys, Five9, or similar)
Familiarity with healthcare marketing or patient-access environments, and awareness of HIPAA and related privacy requirements.
Familiarity with tools such as Adobe Analytics, Google Ads, Contentful, HubSpot, FullStory, or similar.
Experience using Salesforce, Gainsight, and other SaaS platforms.
BA/BS degree preferred.

Responsibilities

Own and manage a portfolio of Healthcare customers, deeply understanding their business goals, patient-acquisition strategies, and operational challenges to drive engagement and success.
Develop and execute strategic account plans that maximize adoption, retention, and expansion across each account.
Use data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message to the right customer at the right moment.
Apply AI in your day-to-day workflow – using AI-assisted tools to analyze account health, surface risks and opportunities, prepare business reviews, and personalize customer communications at scale – so you spend more time on high-value strategic work.
Confidently articulate the value of Invoca’s AI-powered conversation intelligence to customers, translating platform capabilities into outcomes that matter to healthcare marketers, patient-access leaders, and contact center teams.
Act as a strategic consultant, providing best practices and tailored solutions for each customer’s needs, with sensitivity to healthcare regulatory and privacy considerations (e.g., HIPAA/PHI handling).
Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings.
Proactively identify risks and opportunities, mobilizing internal teams (Sales, Product, Marketing, and Support) as needed.
Advocate for customers internally, providing feedback that influences product development and innovation.
Foster long-term relationships that drive high satisfaction, advocacy, and loyalty.