Layer Health is adding a Customer Success Manager to our current team of two. Reporting into the Head of Customer Success, you will be pivotal in driving our customer experience and maintaining their long-term partnership with Layer Health, focused on relationship management, and adoption/renewals. You'll own key existing hospital and healthcare customers, working with internal and external teams to relay product feedback, build metrics and report out on success and ultimately inform the framework of our Customer Success strategy. This is a unique opportunity to join an early stage startup that's reached a major growth inflection point.

Job Description

What you'll do:

• Own existing customer relationships to create successful partners
• Serve as the primary point of contact for customer, including questions, issues and escalations
• Proactively identify opportunities to drive customer satisfaction and retention
• Manage cross functional efforts in service of customer success, including
• Establish trust and credibility with healthcare stakeholders, including clinicians, IT teams, and operations leaders
• Help build internal processes and playbooks as we scale the function

What you'll need:

• 3-5 years of healthcare-focused experience in Customer Success, Program Management, or a client-facing implementations/support role
• Excellent communication and relationship-building skills
• Comfortable working in a fast-paced, evolving startup environment
• Strong project management instincts; ability to drive despite ambiguity
• Curious, proactive, and energized by solving complex problems
• You're looking forward to working with our in-person teams in Boston or New York City (this role is hybrid two days per week in either location).

What we'd love to see:

• Exposure to clinical or related workflows (RCM, CDI)
• Familiarity with tools like Smartsheets, Notion, Slack or project management platforms
• Experience implementing in EMRs

Expected compensation range for this role is $140,000-160,000. Compensation is dependent on experience, overall fit to our role, and candidate location. Expected compensation ranges for this role may change over time. If your compensation requirement is greater than our posted salary ranges, please still consider applying to our role. We will make a determination as to whether an exception can be made.

If you are excited about this role, we encourage you to apply even if you don't feel that you meet every single requirement. We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways. We welcome diverse perspectives, rigorous thinking, and fearlessness in challenging the status quo.

Join us and help us transform healthcare with AI.