Customer Success Manager

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Take ownership of a portfolio of Healthcare clients, gaining a deep understanding of their business objectives, patient-acquisition strategies, and operational challenges to enhance engagement and success.

• Create and implement strategic account plans that optimize adoption, retention, and growth within each account.

• Leverage data-driven insights and automation tools (e.g., Gainsight, Salesforce) to ensure the correct message reaches the right customer at the right time.

• Integrate AI into your daily tasks, utilizing AI-assisted tools to evaluate account health, identify risks and opportunities, prepare business reviews, and customize customer communications at scale, allowing you to focus more on high-value strategic initiatives.

• Clearly convey the value of Invoca’s AI-powered conversation intelligence to clients, translating platform functionalities into meaningful outcomes for healthcare marketers, patient-access leaders, and contact center teams.

• Serve as a strategic advisor, offering best practices and customized solutions tailored to each customer’s requirements while considering healthcare regulatory and privacy implications (e.g., HIPAA/PHI handling).

• Conduct customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings.

• Proactively identify risks and opportunities, coordinating with internal teams (Sales, Product, Marketing, and Support) as necessary.

• Represent customers internally, providing insights that shape product development and innovation.

• Build long-lasting relationships that promote high satisfaction, advocacy, and loyalty.

⛳️ Requirements

• Over 4 years of experience in Customer Success or Account Management within a B2B SaaS environment.

• More than 3 years of experience with enterprise software, ideally within the Healthcare sector or another regulated, compliance-sensitive industry.

• Proven proficiency in AI – actively utilizing AI tools in your work and demonstrating how you apply them for increased effectiveness, accuracy, and efficiency (e.g., drafting, synthesizing, analysis, research, and preparation). A strong desire to continue learning as AI capabilities evolve is essential.

• Exceptional project management abilities, with a track record of prioritizing competing initiatives.

• Strong consulting and communication skills with the ability to engage effectively with all organizational levels, from end users to executives.

• A genuine enthusiasm for AI-driven technology and its capacity to enhance customer engagement.

• Experience in digital marketing, advertising technology, or performance marketing, with insights into how marketers optimize customer (or patient) acquisition and engagement.

🏝️ Benefits

• Flexible Time Off – We promote a healthy work-life balance. Our flexible paid time off policy enables you to recharge and take time off as needed.

• Paid Holidays – Invoca offers 16 U.S. paid holidays, including a winter break, providing ample opportunity to relax and spend time with loved ones.

• Health Benefits – Our healthcare program features medical, dental, and vision coverage, providing multiple plan options to select what suits you and your family best. Fertility assistance is also included.

• Retirement – Invoca provides a 401(k) plan through Fidelity with a company match of up to 4%.

• Stock Options – All employees are invited to participate in Invoca’s success through stock options.

• Mental Health Program – Well-being support on a wide range of issues is offered through our SpringHealth program.

• Paid Family Leave – Up to 12 weeks of 100% paid leave is available for baby bonding, adoption, and caring for family members.

• Paid Medical Leave – Up to 12 weeks of 100% paid leave is granted for childbirth and medical requirements.

• InVacation – As a token of appreciation for our long-term team members, we provide a bonus after 7 years of service.

• Wellness Subsidy – We offer a subsidy that can be utilized for gym memberships, fitness classes, and more.