Customer Success Manager

Responsibilities

• Own and manage a portfolio of Healthcare customers, deeply understanding their business goals, patient-acquisition strategies, and operational challenges to drive engagement and success.
• Develop and execute strategic account plans that maximize adoption, retention, and expansion across each account.
• Use data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message to the right customer at the right moment.
• Apply AI in your day-to-day workflow – using AI-assisted tools to analyze account health, surface risks and opportunities, prepare business reviews, and personalize customer communications at scale.
• Confidently articulate the value of Invoca’s AI-powered conversation intelligence to customers, translating platform capabilities into outcomes that matter to healthcare marketers, patient-access leaders, and contact center teams.
• Act as a strategic consultant, providing best practices and tailored solutions for each customer’s needs, with sensitivity to healthcare regulatory and privacy considerations (e.g., HIPAA/PHI handling).
• Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings.
• Proactively identify risks and opportunities, mobilizing internal teams (Sales, Product, Marketing, and Support) as needed.
• Advocate for customers internally, providing feedback that influences product development and innovation.
• Foster long-term relationships that drive high satisfaction, advocacy, and loyalty.

Requirements

• 4+ years of Customer Success or Account Management experience in B2B SaaS.
• 3+ years working with enterprise software, preferably serving Healthcare or another regulated, compliance-sensitive industry.
• Demonstrated AI fluency – you actively use AI tools in your work and can show how you apply them to be more effective, accurate, and efficient (e.g., drafting and synthesizing, analysis, research, and preparation). Eager to keep learning as AI capabilities evolve.
• Strong project management skills, with experience prioritizing competing initiatives.
• The ability to consult and communicate effectively with all levels of an organization, from end users to executives.
• Genuine passion for AI-driven technology and how it transforms customer engagement.
• Background in digital marketing, advertising technology, or performance marketing, with an understanding of how marketers optimize customer (or patient) acquisition and engagement.

Nice-to-Haves

• Experience working with Contact Centers and associated technologies (CCaaS, e.g., Genesys, Five9, or similar).
• Familiarity with healthcare marketing or patient-access environments, and awareness of HIPAA and related privacy requirements.
• Familiarity with tools such as Adobe Analytics, Google Ads, Contentful, HubSpot, FullStory, or similar.
• Experience using Salesforce, Gainsight, and other SaaS platforms.
• BA/BS degree preferred.