Customer Service Manager

Health Note is reimagining the front door of healthcare with AI, automating patient intake and scheduling. They are seeking a Customer Success Manager to manage a portfolio of accounts, ensuring customers receive ongoing value and driving renewals and expansions.

Responsibilities:

• Own a portfolio of customer accounts from post-implementation through renewal
• Serve as the primary point of contact for your accounts
• Drive adoption, retention, and long-term customer value
• Lead check-ins, follow-up, and account planning
• Identify and manage risks, blockers, and next steps
• Own renewals and drive expansion within existing accounts
• Share customer feedback and product themes internally

Requirements:

• 3+ years in customer success, account management, or a similar post-sale role in healthtech SaaS
• Experience managing customer relationships end to end
• Strong track record of renewals, retention, and churn reduction
• Ability to manage risk and lead renewal conversations directly
• Comfortable identifying and advancing expansion opportunities within existing accounts
• High agency and sound judgment in ambiguous environments
• Experience building or improving processes as a company scales
• Comfortable using data to spot issues, measure outcomes, and prioritize action
• Strong organization, follow-through, and cross-functional coordination
• Able to handle customer issues calmly and professionally
• Familiarity with HubSpot and Intercom