Customer Success Manager

MD Integrations partners with digital health brands to enhance clinical care through telehealth solutions. The Customer Success Manager will oversee the onboarding process for new partners, ensuring a smooth transition and fostering long-term relationships while tracking key success metrics.

Responsibilities:

• Lead and project manage the full onboarding journey of new partners, from kick-off to go-live, ensuring clear milestones, proactive communication, and timely execution
• Anticipate potential risks early, troubleshoot and escalate stalled or lagging partner progression by working closely with internal teams across CS, clinical, product and technical integrations teams. Serve as the guide and advocate for assigned partners
• Act as the voice of the partner internally highlighting successes and opportunities with MDI’s service, platform and workflows. Collaborate with clinical and technical teams to provide feedback, relay product enhancements, and advocate for partner success
• Increase partner health, engagement, and satisfaction, escalating issues as needed while continuously driving toward long-term retention and expansion. Track and report on key customer success metrics (NPS, csat, etc.) to executive and senior leadership
• Provide ongoing support, education, and training to partners post-launch, with a focus on a seamless experience and optimizing integrations, workflows, and product adoption
• Serve as a trusted advisor by providing market insights, best practices, and recommendations that align MDI’s solutions with partner growth goals
• Manage and maintain consistent documentation on the customer lifecycle in internal systems, such as HubSpot, Asana, and other project and task management tools
• Contribute to the development of key collateral, processes and defining standard expectations of work

Requirements:

• Associate-level requires a minimum 1 year in Customer Onboarding, Customer Support, Customer Success or related customer-facing roles
• Mid-level requires a minimum 4 years in dedicated Customer Success or Account Management roles, preferably in a scale-up/fast-moving environment
• Process- and project-oriented with a bias for action
• Excellent verbal and written communication skills with the ability to build trust with business leaders, executives, clinical and technical customers and colleagues
• Empathy for early-stage startup partners and an understanding of healthcare concepts
• Proficient with CRM and general technology tools (e.g., HubSpot, Slack)
• Able to utilize metrics like NPS, churn, and activation to inform decision-making
• Quick study with new concepts and terminology such as key healthcare terminology and workflows to support partners
• Experience in healthtech or telehealth
• Comfortable with basic clinical terminology and concepts