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Manager of Customer Success

3 weeks, 2 days ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM HIPAA HubSpot Machine Learning Salesforce
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Aegis Ventures

Aegis Ventures

Aegis Ventures operates as a next generation venture studio that collaborates with entrepreneurs and industry leaders to create, launch, and expand innovative companies aimed at addressing significant societal challenges.

Professional Services
51-250
Founded 2020
View All Jobs 3

Description

  • Lead Optain’s US customer success function while managing a portfolio of accounts and a growing team of Customer Success Managers and CS Specialists.
  • Monitor and improve exam utilization across the account base by identifying underperforming accounts and implementing targeted action plans.
  • Build and maintain a customer health scoring framework to prioritize outreach, flag risk, and allocate resources effectively.
  • Own Tier 1 customer support for operational issues and escalate technical or clinical quality problems to the appropriate teams.
  • Plan and lead quarterly business reviews with customer stakeholders, including executives, and present utilization, ROI, clinical outcomes, and recommendations.
  • Develop trusted relationships across clinical, operational, IT, and executive stakeholders within each account.
  • Own the upsell motion for SMB accounts by expanding locations, adding users, and upgrading service tiers.
  • Identify and qualify expansion opportunities across accounts and partner with US Business Development on enterprise deals.
  • Gather customer feedback, feature requests, and product friction points to inform Product and Engineering roadmap priorities.
  • Manage, coach, and develop the CS team, including account coverage strategy, team cadences, 1:1s, and KPI tracking.

Requirements

  • 5+ years of experience in customer success, account management, or client services in healthcare technology, health IT, or medical devices.
  • 2+ years of direct people management experience leading a CS or account management team.
  • Demonstrated success managing a book of business with measurable outcomes in retention, expansion revenue, utilization, and NPS/CSAT.
  • Experience conducting executive-level business reviews and building ROI narratives for healthcare customers.
  • Strong data orientation with the ability to pull and interpret product usage data to drive customer conversations and internal prioritization.
  • Experience supporting customers in regulated healthcare environments, including FDA-cleared technology, HIPAA, and clinical quality standards.
  • Experience with CRM platforms such as HubSpot or Salesforce preferred.
  • Experience with customer success tools such as Gainsight, Totango, or similar preferred.
  • Willingness to travel approximately 30–40% for customer visits and business reviews.
  • Remote, US-based work eligibility for the role.

Benefits

  • Competitive compensation package with a strong base salary, performance-based bonus, and upside opportunity.
  • Base salary range of $110,000–$130,000 depending on experience and role alignment.
  • Top-tier health, vision, dental, and commuter benefits.
  • Generous monthly health and wellness reimbursement.
  • Exposure to new business building at the intersection of artificial intelligence and healthcare.
  • Opportunity to collaborate with world-class experts across healthcare provider networks, academia, and industry.
  • Work with a highly talented, close-knit team and world-leading mentors.

Interested in this position?

Apply directly on the company website

Apply Now

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