Customer Success Manager

Cinematic Health is a company focused on addressing the CNA workforce crisis through engaging training for direct care workers. The Customer Success Manager will support learners and partners by responding to inquiries, troubleshooting issues, and ensuring a positive user experience.

Responsibilities:

• Supporting learners, partners, and prospective clients through multiple communication channels, including email, phone, and chat
• Responding to inquiries about course access and content
• Troubleshooting account or platform issues
• Guiding users through onboarding and usage of Cinematic Health programs
• Documenting interactions in a CRM system
• Escalating complex issues to the appropriate internal teams
• Following up to ensure resolutions meet quality standards
• Collaborating with internal teams to share customer feedback
• Contributing to process improvements
• Helping maintain a positive, learner-centered experience

Requirements:

• Strong customer-focused skills, including Customer Service and Customer Experience, with the ability to build rapport and communicate clearly and professionally
• Experience in frontline support roles such as Customer Service Representatives or Customer Support, preferably in an online learning or healthcare-related environment
• Demonstrated commitment to Customer Satisfaction through problem-solving, timely follow-up, and attention to detail
• Comfort using digital tools and platforms (CRM systems, ticketing software, video conferencing, and learning management systems)
• Excellent written and verbal communication skills, with active listening and empathy in customer interactions
• Ability to work independently in a remote setting, manage priorities, and handle a steady volume of inquiries
• High school diploma or equivalent required
• Located in the Pacific Time Zone preferred
• Additional education or training in customer service, healthcare, or education is a plus
• Interest in caregiver education, healthcare, or workforce development and alignment with Cinematic Health's mission to support direct care workers