Customer Success Manager

About The Role Hello Patient is looking for a Customer Success Manager to own the health, retention, and growth of our customer accounts from signature through post-go-live. You will be the primary relationship holder for your accounts, responsible for ensuring customers consistently realize value from Mia, identifying risks early, and helping customers expand how they use HelloPatient over time.

This is a proactive, ownership-driven role. You’ll maintain a clear, up-to-date understanding of how each account is performing, monitor key signals to catch issues before they escalate, and partner closely with internal teams to drive resolution.

Customers should view you as a trusted partner, essentially an extension of their team who understands their business, not just a point of contact for a random software vendor.

While you’ll stay involved during the initial implementation to establish the relationship and ensure smooth handoffs and communication, your core responsibility ramp-ups after go-live to own the customer experience, manage communication and expectations, and be accountable for long-term customer success.

Responsibilities Own Account Health Maintain real-time visibility into account performance—monitoring KPIs, investigating anomalies, and partnering with QA to identify and resolve issues before they escalate. Ensure risks are communicated proactively to customers and internal teams.

Manage Customer Relationships Serve as the primary point of contact for your accounts. Establish consistent communication rhythms, manage expectations through changes and escalations, and advocate internally for customer needs.

Support Implementations Lead customer-facing communications during implementation to build relationships early. Ensure smooth handoffs to ongoing success with clear ownership and context.

Drive Performance & Insights Understand each customer's goals and success criteria. Partner with our Business Analyst to define the right metrics, interpret performance data, and translate findings into clear narratives.

Grow the Account Identify expansion opportunities based on performance and evolving customer needs. Partner with Sales and Solution Engineers to scope and support new use cases.

Qualifications

• 3+ years in customer success, account management, or similar client-facing role
• World-class communication skills, both written and verbal. Being able to read between the lines and both hype up and de-escalate challenging customer situations.
• Strong attention to detail, ensuring nothing falls through the cracks when communicating customer updates to internal teams.
• Proactive and self-directed—you have a strong bias towards action and take initiative without waiting to be asked. You are willing to work proactively.
• Ability to think critically and independently – you can think through implications and work through problems where there is ambiguity without hand-holding.
• Thrive in a fast-paced, demanding environment that reflects a commitment to being a team player and doing what it takes to keep up in a rapidly growing startup.
• Comfortable working with data—can interpret metrics, spot trends, and use SQL or AI tools for basic data manipulation.

Preferred

• Experience in healthcare, health tech, or working with medical practices.
• Proficiency using AI/automation tools daily to help drive productivity and workflow.
• Background in operations, revenue cycle, or practice management

Why You’ll Love Working Here

• Real Impact – Help healthcare teams cut hours of admin work and focus more on patient care.
• Early-Stage Ownership – Join a well-funded startup where you’ll own meaningful projects from day one.
• Agency to Drive Outcomes – You’ll have the freedom to make decisions, move fast, and see your work directly shape results.
• Collaborative Team Environment – Work alongside founders who’ve scaled healthcare products and infrastructure nationally.
• Values-Driven Culture – We operate with empathy, trust, and curiosity in every decision.
• Great Benefits – Competitive pay, equity, PTO, and comprehensive health, dental, and vision insurance.
• Fast Growth – Build category-defining technology and grow your skills quickly in a high-impact environment.

Compensation Compensation includes a base salary of $80K–$120K and generous equity in a fast-growing healthtech startup.

About Hello Patient Hello Patient is transforming healthcare communication through advanced conversational AI. After spending 3.5 years scaling Carbon Health's technology during its hypergrowth, our founding team witnessed firsthand how much clinical time gets wasted on basic communication—great clinicians buried in administrative work, patients frustrated by missed connections and phone tag.

Our enterprise-grade AI platform proactively engages patients through perfectly timed calls and texts, naturally resolving complex interactions end-to-end—from patient acquisition and scheduling to retention. Built with security and compliance at its core, our technology integrates seamlessly with existing healthcare infrastructure to deliver 24/7 patient engagement while enabling staff to focus on what matters most: providing exceptional care.

Backed with $30m from Scale and 8VC, we're building the future of healthcare communication, one conversation at a time.

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