Customer Success Manager

Forus•New York, NY

20d•$130,000 - $200,000•Onsite

About The Position

Forus is building an AI-powered network connecting doctors, pharmacies, payers, and biopharma to accelerate delivery of new science to patients. Its platform automates processes between prescribing and treatment, including insurance coverage, financial assistance, and supply chain navigation. The Provider Success team supports medical practices and health systems after they begin using the platform, driving adoption, usage expansion, lasting partnerships, and advocacy. 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 partnering directly with providers on workflow transformation and stakeholder alignment, while turning customer insights into product direction, playbooks, and improved workflows. The role also helps build the systems needed to scale Provider Success across thousands of practices and health systems. It is an autonomous, high-responsibility position in a fast-moving environment. Forus is based in New York, and all full-time roles are in person. The company offers competitive compensation with meaningful equity and a range of benefits for full-time employees.

Requirements

2–10 years of experience in customer success, implementation, account management, client service, post-sales operations, or another customer-facing role.
A track record of owning customers through onboarding, adoption, expansion, retention, and escalation.
A consultative approach to customer relationships, including understanding organizations, identifying priorities, and guiding stakeholders toward measurable outcomes.
Strong operational and analytical judgment, including rigorous portfolio management, using data to diagnose friction, and distinguishing isolated requests from patterns that require action.
Strong written and verbal communication skills to build provider trust, align internal teams, and drive follow-through.
A 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.