Job Overview: We are looking for a Customer Success Manager to join our growing team. You will be on the front lines, communicating directly with clinicians, supporting onboarding, managing operational workflows, and helping keep our success engine running smoothly. This is not a passive support role. You will own tasks end to end, move fast, and pay close attention to the details that matter.
You need to be genuinely curious about healthcare, eager to learn clinical workflows quickly, and excited about helping frontline clinicians do their best work.
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.
