Customer Success Manager

Doctronic•New York, NY

21h•$110,000 - $150,000•Onsite

About The Position

We're looking for a Customer Success Manager to own customer satisfaction across Doctronic. You'll ensure patients, partners, and enterprise clients are getting value—and that we're hearing them when they're not. This role is unique because you'll operate across both B2C and B2B segments. You'll track patient satisfaction alongside enterprise partner health, building feedback loops that make the product better for everyone. Your voice will represent customers in every important product and clinical decision.

Requirements

3+ years of customer success experience, ideally in high-growth technology companies
Analytical mindset—comfortable with NPS, CSAT, retention analysis, and churn metrics
Cross-functional operator who can effectively influence product, engineering, and clinical teams
Strong communication skills, both written and verbal, with ability to adapt tone for different audiences
Empathetic listener who genuinely cares about customer outcomes and experiences
Proactive problem-solver who identifies issues before they escalate
Data-driven decision maker who balances quantitative metrics with qualitative feedback
Comfortable managing ambiguity and competing priorities in a fast-paced startup environment

Nice To Haves

Healthcare, telehealth, or health tech experience
Experience managing both B2C and B2B customer segments simultaneously
Familiarity with customer success platforms (Zendesk, Intercom, Gainsight, etc.)
Background in clinical operations or healthcare delivery
Experience building customer success programs from the ground up
Understanding of HIPAA and healthcare privacy requirements
Track record of reducing churn and improving retention metrics

Responsibilities

Monitor and improve satisfaction metrics across B2C (patients) and B2B (enterprise partners)
Build strong feedback loops between customers and product, engineering, and clinical teams
Identify friction points in the customer journey and drive cross-functional initiatives to fix them
Develop and track service quality standards that scale as we grow
Manage escalations that require cross-functional resolution, ensuring rapid and thoughtful responses
Report on customer health trends to leadership, translating data into actionable insights
Conduct customer interviews and surveys to understand evolving needs and expectations
Partner with enterprise account teams to ensure health systems and payers are realizing value
Advocate for customer needs in product planning and prioritization discussions
Create resources and documentation that help customers succeed with Doctronic