Customer Success Manager

Layer Health•Boston, MA

10d•$140,000 - $160,000•Hybrid

About The Position

Layer Health is adding a Customer Success Manager to our current team of two. Reporting into the Head of Customer Success, you will be pivotal in driving our customer experience and maintaining their long-term partnership with Layer Health, focused on relationship management, and adoption/renewals. You'll own key existing hospital and healthcare customers, working with internal and external teams to relay product feedback, build metrics and report out on success and ultimately inform the framework of our Customer Success strategy. This is a unique opportunity to join an early stage startup that's reached a major growth inflection point.

Requirements

3-5 years of healthcare-focused experience in Customer Success, Program Management, or a client-facing implementations/support role
Excellent communication and relationship-building skills
Comfortable working in a fast-paced, evolving startup environment
Strong project management instincts; ability to drive despite ambiguity
Curious, proactive, and energized by solving complex problems

Nice To Haves

Exposure to clinical or related workflows (RCM, CDI)
Familiarity with tools like Smartsheets, Notion, Slack or project management platforms
Experience implementing in EMRs

Responsibilities

Own existing customer relationships to create successful partners
Serve as the primary point of contact for customer, including questions, issues and escalations
Proactively identify opportunities to drive customer satisfaction and retention
Manage cross functional efforts in service of customer success
Establish trust and credibility with healthcare stakeholders, including clinicians, IT teams, and operations leaders
Help build internal processes and playbooks as we scale the function