- Company Name
- CircleLink Health
- Job Title
- Customer Success Manager - Remote or NYC
- Job Description
-
**Job title**
Customer Success Manager
**Role Summary**
Drive end‑to‑end customer success for an AI‑enabled chronic care platform, managing onboarding, adoption, retention, QBRs, renewals, and upsells for a multi‑million dollar book of business. Own billing reviews, data analysis, and automation initiatives, collaborating with engineering and reporting directly to the CEO.
**Expectations**
- Full ownership of post‑signature revenue and customer outcomes.
- High‑autonomy, structured, analytical professional capable of building processes from scratch.
- Strong executive communication and cross‑functional collaboration.
- Ability to manage two part‑time support resources and lead special projects as priorities shift.
- Minimum of 3–7+ years in Customer Success, Operations, Consulting, Professional Services, or Healthcare Account Management (healthcare experience preferred but not mandatory).
**Key Responsibilities**
- Lead onboarding, adoption, and day‑to‑day success for provider customers.
- Conduct regular QBRs, health checks, and manage renewal, upsell, and churn mitigation.
- Perform data analysis (Excel/Sheets) to uncover trends, care gaps, and revenue opportunities.
- Work with engineering to design, prototype, and implement CX automation and AI workflows.
- Create repeatable CS playbooks and scalable processes.
- Manage billing reviews, customer escalations, and two part‑time resources.
- Drive cross‑functional projects (BD, marketing, product research, financial analysis).
**Required Skills**
- Advanced analytical proficiency (Excel, Google Sheets).
- Comfortable using AI tools for workflow automation.
- Exceptional written and verbal communication with senior executives.
- Proven ability to create and implement new processes.
- Calm under pressure, strong follow‑through, bias toward action.
- Passion for improving healthcare outcomes and working with clinical stakeholders.
**Required Education & Certifications**
- Bachelor’s degree (any field; healthcare, business, or data analytics preferred).
- Relevant certifications in project management, customer success, or analytics are a plus.