Customer Success Manager
About The Position
Linus Health is a Boston-based digital health company transforming brain health worldwide. We combine cutting-edge neuroscience, clinical expertise, and AI to advance early detection and intervention for cognitive and brain disorders—empowering people to live longer, healthier lives. With 100+ team members and growing, we’re entering a phase of accelerated growth and looking for top talent to help shape our future. The Role: As a Customer Success Manager, Healthcare Delivery you will be responsible for the overall workflow and management of assigned projects from inception to completion and will lead the internal team to deliver the work within the defined scope, timeline, and budget. Please note that while this role can be 100% remote within the US, we do have a strong preference for someone to be either based in PST or MST. You may also be expected to travel up to 10% in this role as well.
Requirements
- Software Implementation or Project Management experience with digital health, health tech or healthcare provider
- Effective communication skills including written, verbal, and presentation, with demonstrated ability to manage concurrent complex deliveries in a dynamic, fast-paced environment
- Highly organized and detail-oriented, yet flexible and comfortable with ambiguity
- A bias for action and a passion for disruptive innovation
- Passion for improving the way people care for their mental and physical health
Nice To Haves
- Current or prior experience as an RN
Responsibilities
- Work cross-functionally with the Commercial and Customer Success teams to ensure smooth knowledge transfer and seamless customer experience
- Define, oversee and track progress in action items, decisions, risks, and deliverables
- Provide detailed account walkthroughs and assist many new customers with implementation
- Clearly communicate account setup requirements and expectations with customers and key stakeholders
- Educate customers on capabilities, and best practices to simplify adoption and align expectations
- Work cross-functionally with internal product, engineering and data teams, as well as with external partners, to develop realistic project plan/schedules
- Leverage feedback for continuous improvement to the onboarding process
- Develop a deep understanding of customers' business and operational objectives
- Monitor and review customer utilization and work through product adoption
- Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of Linus tools and platforms
- Connect with management to provide regular project updates on project status including risk mitigation plans and to escalate unexpected events impacting project schedule, budget, and resources
- Maintain strong customer relationships over the course of projects; manage client expectations with respect to project timelines, risks, and deliverables
- Proactively identifies opportunities for improvement to company processes
Benefits
- This position will include an annual discretionary target bonus (based on individual and company performance) as well as equity.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
