Customer Success Manager – Healthcare

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

📋 Description

• Take ownership of the post-launch relationships for healthcare customer accounts.

• Act as the main point of contact for customers on a daily basis and represent Penguin Ai.

• Identify opportunities for expansion and collaborate with the Sales team on renewals and growth initiatives.

• Conduct executive and operational customer meetings, including weekly syncs, escalation reviews, and quarterly business reviews (QBRs).

• Monitor and report on account health, adoption rates, ticket trends, potential risks, and signals for renewal or expansion.

• Collaborate with the PMO and delivery leaders to smoothly transition implementations from development to a steady state.

• Oversee support tickets, ensuring HubSpot ticketing hygiene, reporting, triage, tracking, and resolution with clear SLAs.

• Gather customer feedback and enhancement requests to share with Product and Engineering teams.

• Create customer-facing FAQs, release notes, and enablement resources.

• Write and refine customer success playbooks, health-scoring frameworks, escalation protocols, QBR formats, and success metrics.

⛳️ Requirements

• Minimum of 3 years in customer success, account management, or client services, preferably in healthcare, health-tech, or enterprise SaaS.

• Proven experience managing the entire post-launch customer lifecycle, from onboarding to renewal and expansion.

• Ability to engage in executive-level discussions and translate technical details into business impacts for healthcare stakeholders.

• Strong organizational skills to handle multiple accounts, tickets, and meeting cadences effectively.

• Familiarity with a CRM or ticketing platform, such as HubSpot.

• Comfortable developing playbooks, health-scoring frameworks, and documentation from the ground up.

• Exceptional written and verbal communication abilities.

• Bachelor's degree in a relevant discipline.

🏝️ Benefits

• Competitive salary.

• Medical, vision, and dental insurance coverage.

• Generous vacation policy along with company holidays.

• A prime opportunity to be part of one of healthcare's most innovative AI companies.