Customer Success Manager
$120,000–$170,000 year
On-siteSan Francisco, California, United States
Job Summary
Serve as the direct point of contact for clinicians, supporting them through onboarding, training, and ongoing engagement with Roger. Manage day-to-day success operations including scheduling, follow-ups, record-keeping, and internal coordination to ensure nothing falls through the cracks. Track clinician usage and engagement data, flag trends or issues early, and surface insights to the team. Help create and maintain guides, resources, and documentation that support clinician learning. Quickly develop a working understanding of home health documentation workflows and how Roger fits into a clinician's day. Identify clinician pain points, troubleshoot problems, and coordinate across teams to drive resolution. Capture clinician feedback and relay it to inform product improvements and success strategy.
Required Qualifications
- 3 to 8 years in a customer-facing, operations, or success role
- Fast Learner: Picks things up quickly and thrives diving into unfamiliar domains like healthcare
- Detail Oriented: Catches the small things others miss, keeps clean records, and takes pride in operational precision
- Strong Communicator: Clear, empathetic, warm, and energetic. Clinicians should feel supported and motivated after every interaction
- Operationally Minded: Thrives on organizing, tracking, and executing. Enjoys building systems that keep things running smoothly
- Data Comfortable: Able to navigate dashboards, track metrics, and use data to spot opportunities
- Startup Ready: Comfortable with ambiguity, motivated by mission, and energized by ownership in a fast-paced environment
Desired Qualifications
- Healthcare exposure
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