Customer Success Manager

Coral Care•New York, NY

10d•$120,000 - $140,000•Remote

About The Position

At Coral Care, we believe families should never have to fight for the care their children need. Millions of children in the U.S. experience developmental delays, yet parents often face long waitlists, confusing systems, and limited options. We are changing that. Our mission is to make high-quality pediatric therapy accessible by powering a platform that connects families with trusted, local providers who can start quickly and accept insurance. By bringing together parents, providers, and payors, Coral Care is building the go-to marketplace for pediatric developmental care. We are a fast-growing company with a culture of compassion, collaboration, and momentum. We embrace flexibility as a core value, with our team operating in a fully distributed (remote, US only) fashion, though we will give preference to those in EST. Coral Care is seeking a driven and experienced Customer Success Manager / Senior Manager to own the entire family care journey, from nurturing new leads through to a successful, well-supported discharge. You will lead the Customer Success Team, responsible for supporting active family accounts, increasing engagement, and minimizing regrettable churn. This is a highly data-driven and process-oriented role where you will design, refine, and execute systems that directly impact family experience and outcomes. At the same time, empathy is essential. Families navigating developmental care often feel overwhelmed, and your leadership will make sure our teams meet them with compassion, clarity, and support. You will be accountable for family retention, satisfaction, and engagement KPIs while training, developing, and inspiring your team to deliver both operational excellence and a deeply supportive parent experience. If you thrive on building trusted relationships, scaling repeatable processes, leading high-performing teams, and helping families get the most out of their care, this role is for you.

Requirements

5 to 8 years of experience in customer success, account management, patient operations, or healthcare operations.
Proven experience managing and developing high-performing teams.
Proven experience managing multiple workstreams simultaneously.
CRM experience required (HubSpot preferred).
Demonstrated success in designing, building, and scaling data-driven processes and systems.
Strong organizational and project management skills.
Meticulous approach to spot-checking and process management.
Experience in high-growth startups is strongly preferred.
Deep empathy for parents navigating the care journey, with the ability to translate complex processes into clear and supportive communication.
Track record of training, coaching, and inspiring teams to deliver both operational excellence and compassionate service.

Nice To Haves

Strong technical skills (SQL and Google Sheets) preferred but not required.

Responsibilities

Active Customer Success: Lead account management, retention efforts, and churn saves, with a focus on building trusted relationships, maximizing family satisfaction, and driving meaningful long-term outcomes.
Session Management: Work with our analytics team to set up dashboards and tracking to guarantee accurate scheduling, tracking, and optimization of sessions for both families and providers.
Team Leadership: Coach, develop, and inspire the Customer Success and Care Concierge teams, fostering accountability, growth, and collaboration. Model empathy in every interaction and equip your team to support families with clarity, compassion, and accountability. This role will initially have a team of 5 reporting to it, which we expect to expand as the company grows.
Process Optimization: Build, refine, and scale processes that maximize family conversion and retention while keeping the parent experience central at every step.
Cross-Functional Collaboration: Partner with Provider Operations, Marketing, and Billing to ensure seamless coordination across the organization and a cohesive, stress-free experience for families.
Voice of the Family: Surface family feedback, trends, and friction points to the rest of the organization, and use those insights to drive product, process, and service improvements.
Data and Metrics Ownership: Track, analyze, and report on key performance metrics; identify trends and anomalies; and use insights to drive team improvements and targeted coaching.