Customer Success Manager

Key Responsibilities

• Clinician Communication: Serve as a direct point of contact for clinicians, supporting them through onboarding, training, and ongoing engagement with Roger.
• Operational Execution: Manage day-to-day success operations including scheduling, follow-ups, record-keeping, and internal coordination to ensure nothing falls through the cracks.
• Adoption Monitoring: Track clinician usage and engagement data, flag trends or issues early, and surface insights to the team.
• Training Materials: Help create and maintain guides, resources, and documentation that support clinician learning.
• Workflow Learning: Quickly develop a working understanding of home health documentation workflows and how Roger fits into a clinician's day.
• Issue Coordination: Identify clinician pain points, troubleshoot problems, and coordinate across teams to drive resolution.
• Feedback Loop: Capture clinician feedback and relay it to inform product improvements and success strategy.

Requirements

• Experience: 3 to 8 years in a customer-facing, operations, or success role. Healthcare exposure is a plus but not required.
• Fast Learner: Picks things up quickly and thrives diving into unfamiliar domains like healthcare.
• Detail Oriented: Catches the small things others miss, keeps clean records, and takes pride in operational precision.
• Strong Communicator: Clear, empathetic, warm, and energetic. Clinicians should feel supported and motivated after every interaction.
• Operationally Minded: Thrives on organizing, tracking, and executing. Enjoys building systems that keep things running smoothly.
• Data Comfortable: Able to navigate dashboards, track metrics, and use data to spot opportunities.
• Startup Ready: Comfortable with ambiguity, motivated by mission, and energized by ownership in a fast-paced environment.

Benefits

• Platinum health, dental, and vision insurance
• Flexible PTO
• Unmatched career growth opportunity as an early GTM hire