Product Success Manager

Clearstep is a healthcare technology company that builds AI-powered tools to help patients find the right care and help health systems manage capacity challenges. The Product Success Manager will own customer implementations end-to-end, support customer success, and help shape product improvements through cross-functional collaboration, analytics, and user story development.

Responsibilities:

• Lead end-to-end customer implementations, from kickoff through post go-live support
• Translate customer needs into requirements, scope definitions, and project plans
• Manage expectations, surface risks early, and keep multi-stakeholder projects on schedule
• Write and prioritize user stories for customer configuration requirements, in partnership with product leadership
• Build strong relationships and serve as a trusted partner throughout the engagement
• Identify customer pain points and opportunities to address them with Clearstep technology
• Serve as the voice of the customer internally, ensuring their requests reach the product roadmap
• Develop customer-facing assets including presentations, ROI analyses, and quarterly business reviews
• Coordinate customer requests and communicate upcoming releases
• Support business development through demos, conferences, and sales assets
• Represent product across marketing, sales, and engineering and facilitating cross-functional team collaboration
• Develop deep expertise in the Clearstep platform: configuration model, clinical content, and integrations
• Turn ambiguous requirements into well-scoped user stories with acceptance criteria engineers can build from without a follow-up meeting
• Spot patterns across accounts and propose improvements that serve the whole customer base
• Write, test, and refine the prompts and AI configuration behind user experiences, measuring how changes affect patient outcomes
• Design and run A/B tests and experiments, interpret results honestly, and iterate
• Build reports and dashboards that clarify product performance for customers and internal teams

Requirements:

• Fully remote within the United States, working US business hours
• Travel at least once per quarter for onsites and conferences
• We are unable to provide visa sponsorship for this role
• 3 to 6 years across implementation management, customer success, or product
• Experience delivering software in complex enterprise environments, ideally healthcare, contact center or telephony technology, or an early-stage startup
• Track record owning multi-stakeholder projects from scoping through delivery
• Skill at turning ambiguous requirements into actionable plans and user stories engineers can act on
• Advanced written and verbal communication, including the ability to turn data into a compelling story
• Willing to use AI tools and automations in day to day work, plus strong Excel and PowerPoint skills for analyzing and visualizing data
• Exceptional attention to detail, holding quality high across competing priorities
• Ability to learn quickly and proactively take ownership, with comfort operating when priorities shift
• Passionate about solving the most prevalent and complex problems facing healthcare organizations
• Salt Lake City, Chicago, Washington DC, Bay Area, CA, or New York City preferred but not required
• Experience with conversational AI, chatbots, or conversation design
• Experience with healthcare integrations and standards such as HL7, FHIR, or SSO
• Experience with contact center or telephony platforms (Cisco, Genesys, Five9, NICE, Amazon Connect) or with health system call center operations
• Experience designing or analyzing A/B tests, experiments, or other structured product research
• Proficiency in Tableau or similar reporting tools, including dashboard design and workflow automation
• Experience developing and implementing customer success strategies