Customer Success Manager

Job Description

Client Summary:

Purpose-Driven Focus: A mission-oriented technology startup bringing Agentic Engagement Technology to market.
Product Offering: An AI-native, multichannel communication platform designed to increase engagement and outcomes.
Target Customers: Includes healthcare providers, insurance plans, educational institutions, and government agencies.
Social Impact: Supports individuals across Social Drivers of Health (SDoH) in accessing critical resources.
Operational Efficiency: Streamlines workflows and reduces friction for employees serving end users.
Mission: Reimagines access to public and private benefits through a trustworthy, secure, and user-driven platform.
Technical Vision: Transitioning from LLM-heavy systems to a transparent, rules-based architecture.

Position Responsibilities:

Own end-to-end onboarding and engagement, building scalable workflows, playbooks, and performance metrics
Design and optimize user journeys, communication strategies, and engagement tactics to drive adoption and retention
Provide initial frontline support, troubleshoot issues, and ensure a seamless, high-quality user experience
Act as the voice of the user, translating feedback and data into actionable product and process improvements
Partner cross-functionally with Product, Engineering, and implementation teams to improve user outcomes and resolve issues
Track and analyze engagement performance, continuously refining strategies based on data and insights
Build internal resources such as knowledge bases, scripts, and training materials to support users and teams
Lead the development and scaling of the engagement function, including hiring, training, and team structure over time

Experience & Skills:
Required Experience and Qualifications:

5+ years in customer success, user engagement, onboarding, or member/patient enablement. You’ve done this work before and you’re good at it.
Startup experience. You’ve worked in environments where processes didn’t exist yet and you had to build them. You’re comfortable with ambiguity and can make decisions without waiting for permission.
Operationally sharp. You’re highly organized, detail-oriented, and can manage multiple workflows and user needs simultaneously. You document everything and follow through consistently.
Strong communicator. You can explain complex steps clearly and respectfully to people who may not be tech-savvy. You’re professional, comfortable, and adaptable working with diverse populations.
Independent and proactive. You read the documentation, figure things out, and take ownership without being asked. You troubleshoot before you escalate.
Leadership trajectory. You’ve either managed people before or you’ve managed processes and programs and are ready to take the next step into formal leadership.
Proficient with Google Suite, virtual collaboration tools, and support/documentation systems. Experienced with product and project tools like Jira, Slack, Zoom, and HubSpot.

Preferred Experience and Qualifications:

Experience in healthcare, health tech, Medicaid, social services, or member/patient support
Understanding of HIPAA compliance and handling protected health information (PHI)
Experience with onboarding workflows, customer service, community support, or call-center environments
Track record of measurable improvement (reduced support volume, improved onboarding completion rates, streamlined processes)
Experience with user acquisition, growth strategy, or engagement funnel optimization

Compensation $135k-$145k

Remote work environment with monthly Work-Life Wellbeing Reimbursement of $150
Stock Option Plan
Unlimited PTO
Paid company holidays
Medical, dental, and vision plans
Life insurance, long-term disability, and short-term disability paid by the company
401(k) retirement plan
Paid subscription to Wellness Coach for personal and professional growth and support includes 2, monthly individual coaching sessions
Company-sponsored professional training and certifications