Customer Experience Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Act as the main point of contact for customer support and ongoing customer success.

• Handle incoming customer requests via the Linus Support Portal, email, phone, meetings, and chat.

• Resolve customer issues or coordinate with Product, Engineering, Clinical, and Customer Success teams for timely resolution.

• Monitor customer health and proactively seek opportunities to enhance adoption and satisfaction.

• Conduct customer check-ins and business reviews as necessary.

• Identify customer trends and suggest enhancements to workflows, documentation, and product features.

• Oversee customer communication plans across all interaction points.

• Create and distribute customer newsletters, release notes, product announcements, implementation updates, and educational content.

• Coordinate customer email campaigns and other communication channels.

• Develop documentation for customers, including FAQs, knowledge base articles, training materials, and best practices.

• Ensure that messaging is consistent, timely, and aligned throughout the customer lifecycle.

• Manage customer onboarding and training initiatives.

• Handle device logistics and customer fulfillment requests.

• Track customer support metrics and SLA performance.

• Create scalable processes for customer success and support.

• Maintain support documentation and internal knowledge resources.

• Assist with special projects aimed at enhancing the customer experience.

⛳️ Requirements

• 3–5 years of experience in Customer Success, Customer Support, Account Management, or Customer Operations.

• Experience in supporting healthcare organizations or healthcare SaaS products.

• Outstanding written and verbal communication skills.

• Proficient in creating customer communications, documentation, newsletters, or training materials for diverse audiences.

• Strong organizational and project management capabilities.

• Familiarity with Zendesk or similar customer support platforms.

• A passion for providing exceptional customer experiences.

• Ability to juggle multiple priorities in a fast-paced environment.

• Proven ability to collaborate effectively across different functions.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday leave.

• Opportunities for professional development and career advancement.

• Supportive and inclusive work environment.