Customer Success Manager
About The Position
As a Customer Success Manager, you will be accountable for a portfolio of Pythagoras AI customers from signed contract through launch, ongoing operations, and expansion. You will own day-to-day customer relationships, lead implementations with product and engineering, track program performance against contractual service levels, and identify opportunities to expand Clara to new use cases, populations, and sites. You will work closely with the founders, engineering, sales, and clinical teams, as well as customer operational and clinical leaders. This role reports to the Head of Customer Success.
Requirements
- 4+ years in customer success, account management, or implementation roles.
- Comfort working with data, including building reports in spreadsheets or BI tools and translating results into recommendations.
- Strong project management skills across multiple accounts with competing deadlines.
- Clear written and verbal communication with executives, clinicians, IT teams, and engineers.
- Familiarity and working experience with LLMs, especially efficient prompting and best practices.
- Working understanding of HIPAA and the handling of protected health information.
Nice To Haves
- Experience at a healthcare, digital health, or patient engagement company.
- Familiarity with EHRs and population health management software.
- Familiarity with contact center or telephony platforms.
Responsibilities
- Lead customers from signed statement of work to go-live, including kickoff, requirements gathering, workflow and script review, testing, and launch.
- Coordinate integration work across the engineering team, customer IT teams, and third-party vendors, including EHRs, data warehouses, population health platforms, and telephony providers.
- Build and maintain project plans with committed testing and launch dates, and keep customers informed of status, dependencies, and open items.
- Serve as the primary contact for operational, clinical, and technical leaders at each account.
- Deliver weekly progress reports on outreach volume, outcomes, issues, and resolutions, and lead quarterly business reviews.
- Triage tickets and alerts and track them through resolution, working with engineering on technical issues and with the Head of Care Management on clinical issues.
- Review calls regularly as part of quality control and turn findings into script, workflow, or configuration changes.
- Track performance against contractual service levels for uptime, support response times, and call quality, and raise risks early.
- Analyze program data to surface patterns, risks, and opportunities, and bring specific recommendations to customers.
- Build outcome and ROI summaries for customer leadership and renewal conversations.
- Identify expansion opportunities, such as new use cases, languages, practices, and populations, and partner with sales on expansion proposals and renewals.
- Bring customer feedback to the product team to shape the roadmap.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
