Customer Success Manager

Simbie AI is a healthcare technology company that utilizes AI to enhance operational efficiency in medical practices. The Customer Success Manager will maintain and expand relationships with existing clients, ensuring retention and growth while addressing any issues that arise.

Responsibilities:

• Own the health of your client portfolio: retention (GRR) and expansion (NRR) are your numbers
• Be the in-depth escalation point for relationship issues — you decide severity, decide when to proactively communicate incidents, and see escalations through to close
• Run client meetings, build reporting, and construct expansion proposals substantiated by data
• Exercise judgment under pressure: if an internal commitment collides with an urgent client escalation, you adjust in real time based on what's best for the business
• Spot repeatable manual work and help design the automation for it — you're not just managing a queue, you're eliminating parts of it

Requirements:

• 4–7 years of client-facing ownership where you actually held the numbers — a book of accounts, accountability for GRR/NRR, upsells you drove yourself (ideally selling into clinics or health systems) — or several years leading practice-management operations: managing physician relationships, vendor escalations, and operational fires as a practice administrator or regional practice-management leader
• Highly communicative — clear, fast, warm with clinic staff from front desk to physicians
• Owner mindset: you treat every dropped ball as yours to fix, not someone else's to notice
• Calm, skilled de-escalator under pressure
• Comfortable in ambiguity and fast-changing process (early-stage environment)
• Healthcare-operations fluency strongly preferred — you 'speak front desk'