Monitor and improve satisfaction metrics across B2C (patients) and B2B (enterprise partners)
Build strong feedback loops between customers and product, engineering, and clinical teams
Identify friction points in the customer journey and drive cross-functional initiatives to fix them
Develop and track service quality standards that scale as we grow
Manage escalations that require cross-functional resolution, ensuring rapid and thoughtful responses
Report on customer health trends to leadership, translating data into actionable insights
Conduct customer interviews and surveys to understand evolving needs and expectations
Partner with enterprise account teams to ensure health systems and payers are realizing value
Advocate for customer needs in product planning and prioritization discussions
Create resources and documentation that help customers succeed with Doctronic

3+ years of customer success experience, ideally in high-growth technology companies
Analytical mindset—comfortable with NPS, CSAT, retention analysis, and churn metrics
Cross-functional operator who can effectively influence product, engineering, and clinical teams
Strong communication skills, both written and verbal, with ability to adapt tone for different audiences
Empathetic listener who genuinely cares about customer outcomes and experiences
Proactive problem-solver who identifies issues before they escalate
Data-driven decision maker who balances quantitative metrics with qualitative feedback
Comfortable managing ambiguity and competing priorities in a fast-paced startup environment
Nice to Have: Healthcare, telehealth, or health tech experience

Customer Success Manager

Key skills