Customer Success Manager

Quantum PRM is an innovative healthcare SaaS and communication platform transforming how providers engage with patients. As a Customer Success Manager, you will provide support to clients, helping them maximize their use of the platform and improve their overall outcomes. Your role will involve troubleshooting, guiding customers, and collaborating with internal teams to enhance customer satisfaction and retention.

Responsibilities:

• Provide friendly, accurate, and timely support through Zendesk/Zoho and other channels (email/phone/Zoom)
• Troubleshoot common “how do I…?” questions and basic issues using internal guides and checklists
• Guide customers through platform usage, best practices, and next steps
• Identify patterns (recurring questions, friction points) and surface them to the team with clear examples
• Proactively follow up with customers who show low usage or may need coaching
• Help clients improve outcomes such as patient responses, campaign performance, and review generation through simple recommendations and enablement
• Assist with basic onboarding reinforcement: confirming setup details are understood, scheduling refresher trainings, and ensuring early wins
• Triage and escalate technical/product issues to Product, or Engineering with complete, well-documented ticket details (steps tried, screenshots, customer impact, urgency)
• Communicate updates to customers clearly and calmly, setting expectations and timelines
• Maintain accurate ticket notes and customer context so anyone can pick up the thread
• Contribute to and improve internal knowledge base articles, macros, and standard operating procedures
• Help refine support workflows so the team can scale (tagging, routing, templates, and FAQs)
• Participate in continuous learning about new features, healthcare communication best practices, and customer needs

Requirements:

• 1–3+ years in customer support, customer success, account coordination, or client services (SaaS experience is a plus, Experience in healthcare a plus)
• Excellent written communication (you can explain steps clearly and professionally)
• Strong listening, empathy, and de-escalation skills—especially with busy healthcare teams
• Organized and reliable: can manage multiple tickets/tasks and follow up proactively
• Comfortable learning tools and workflows (Zendesk, CRM, basic reporting dashboards, Google/Microsoft Office)
• Self-starter mindset with good judgment and a positive, solutions-oriented attitude
• High discretion with sensitive information; comfort working in a healthcare-adjacent environment
• Experience supporting healthcare, dental, or medical practices (or similarly high-touch service industries)
• Familiarity with Zendesk, Salesforce (or similar CRM), or project/task tools (Wrike, Asana, etc.)
• Experience with review/reputation tools, patient engagement platforms, or messaging automation
• Comfort presenting short trainings or walkthroughs on Zoom