Senior Customer Success Manager

Assort Health • San Francisco, CA

8d • $180,000 - $260,000 • Hybrid

About The Position

Assort Health is seeking a Senior Customer Success Manager to manage relationships with their most strategic customers, which are leading healthcare organizations. This role involves partnering with C-suite executives and operating leaders, managing enterprise accounts from launch through renewal and expansion, and acting as the voice of these customers within Assort. The Senior CSM will be responsible for driving customer value through Assort's AI-powered patient experience platform, advising on AI strategies, using data to solve problems, and ensuring customer needs influence product development. The role also includes building scalable systems for customer support and mentoring other CSMs. This is an opportunity to shape customer success at a growing AI company in the healthcare sector.

Requirements

• 5-10+ years of experience in customer-facing roles (Customer Success, Account Management, or directly related), preferably in SaaS, AI-native software, or HealthTech.
• 5+ years of experience owning enterprise-level accounts — you've independently owned large, complex customers with significant ACV and successfully navigated multi-stakeholder environments.
• Deep customer success craft — strong instincts for account health and risk, and a clear sense of what it takes to move the needle inside complex organizations.
• Top-tier project management abilities — you can manage multiple customer accounts, urgent priorities, and strategic initiatives, effectively and with composure.
• Exceptional communication skills & executive presence — you communicate with clarity, concision, and empathy, quickly earning the trust of C-suite leaders.
• Strong analytical and problem-solving skills; comfortable using data to drive decisions.
• Builder’s mindset — you’ve owned the creation of new systems, processes, or customer programs from scratch.
• Thrive in fast-moving, ambiguous environments, bring structure to chaos, and are willing to wear many hats as we set ourselves up for scale.
• Interest in or experience driving adoption of AI-native platforms in complex organizations.
• Experience working for early-stage startups or high-growth SaaS companies.

Nice To Haves

• Experience working health system leadership or MSOs.
• Passion for healthcare innovation and improving patient experiences.
• Experience supporting healthcare providers/practices or working with healthcare technology products.
• Experience working with or managing complex integrations of EHRs (Epic, Athena, eCW, etc.)

Responsibilities

• Own Assort's most strategic accounts through the entire customer journey — serve as the primary relationship holder for our largest, most complex healthcare customers, spearheading both executive strategy and the operational details from launch through renewal and expansion.
• Be a strategic advisor on agentic AI — partner with C-suite and operating leaders to transform how patients experience care, expanding their vision of what's possible with AI and delivering measurable outcomes.
• Diagnose and solve with data — proactively identify, surface, and address risks and opportunities, and translate insights into recommendations that drive ROI, unlock productivity, and improve AI agent performance.
• Be the voice of the customer — develop deep fluency in Assort's product and partner closely with Sales, Implementation, Product, and Engineering to ensure our enterprise customers’ needs shape what we build, sell, and deliver.
• Build scalable systems — own design and implementation of playbooks, processes, and tools that let us deliver consistent, world-class support as we rapidly grow.
• Travel to client sites (up to 25%)

Benefits

• Competitive Compensation – Including salary and employee stock options
• Lifelong Learning – Annual budget for professional development, plus training opportunities
• Office Setup Stipend
• Top-Tier Health Coverage – Medical, dental, and vision insurance
• Unlimited PTO
• Meals & Snacks
• Fitness Stipend
• Commuter Benefits
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed