Customer Success Manager

Forus•New York, NY

19d•Onsite

About The Position

Forus is building an AI-powered network connecting doctors, pharmacies, payers, and biopharma to help patients access new medicines. The Provider Success team supports medical practices and health systems after they begin using the platform, driving adoption, expanding usage, developing lasting partnerships, and helping provider organizations embed Forus into daily operations. The Customer Success Manager owns the end-to-end relationship for a portfolio of provider organizations, from onboarding through activation, adoption, expansion, retention, and advocacy. The role involves leading workflow transformation, aligning stakeholders, building provider relationships, analyzing account health, managing escalations, and connecting provider priorities to measurable outcomes. The manager also translates provider insights into product direction, improved playbooks, and better workflows, and helps build systems for scaling Provider Success across thousands of practices and health systems. This is a demanding, autonomous role with significant responsibility and an expectation to act as an owner. Forus is based in New York, and all full-time roles are in person. The company describes its working environment as high-trust and high-autonomy, with principles emphasizing rigor, resourcefulness, direct communication, high standards, and prioritizing user outcomes. Forus offers competitive compensation and meaningful equity for full-time employees. The listed salary range is not provided in the description.

Requirements

2–10 years of experience in customer success, implementation, account management, client service, post-sales operations, or another customer-facing role.
Track record of owning customers through onboarding, adoption, expansion, retention, and escalation.
Consultative approach to customer relationships, including understanding how organizations work, identifying priorities, and guiding stakeholders toward measurable outcomes.
Strong operational and analytical judgment, including rigorously managing a portfolio, using data to diagnose friction, and distinguishing isolated requests from patterns requiring action.
Strong written and verbal communication skills to build trust with providers, align internal teams, and drive follow-through.
Track record of moving quickly, finding shortcuts, and going to unreasonable lengths to deliver on goals.
High NPS with former teammates.

Responsibilities

Own a portfolio of provider organizations from onboarding through activation, adoption, expansion, retention, and advocacy, serving as their primary strategic partner.
Lead providers through workflow change by mapping stakeholders, building champions, securing executive buy-in, and expanding successful usage across teams and workflows.
Build trusted relationships with provider teams at all levels, from frontline staff to executive leadership, and develop internal and external advocates for Forus.
Analyze account health, adoption patterns, provider behavior, and operational friction to identify risks, uncover expansion opportunities, and drive action.
Lead business reviews, adoption reviews, and strategic planning conversations that connect provider priorities to measurable outcomes and continued platform expansion.
Own provider escalations end-to-end, coordinating across Operations and Product, keeping customers informed, and holding internal owners accountable through resolution.
Define and refine the Provider Success playbook, including onboarding plans, adoption frameworks, lifecycle stages, health metrics, escalation paths, and stakeholder-engagement models.
Translate provider feedback and insights into product direction, stronger playbooks, and improved workflows.
Help build systems that enable Provider Success to scale across thousands of practices and health systems.