Customer Success Manager

Doctronic | New York City, Los Angeles, or Remote | Reporting to CEO

Position Overview

We seek a strategic Customer Success Manager to drive client satisfaction, retention, and expansion across our healthcare client portfolio, including payers, health systems, and physician practices. This role requires proven relationship management success, and the ability to navigate complex stakeholder environments while ensuring maximum value realization from our AI healthcare platform. You'll be responsible for maintaining long-term strategic partnerships and driving revenue growth through existing accounts.

Key Responsibilities

Account Management & Relationship Building (70%)

• Own and manage strategic relationships with key clients across payers, health systems, and physician practices
• Serve as the primary point of contact for C-suite executives and key stakeholders post-implementation
• Conduct regular business reviews, health checks, and strategic planning sessions
• Proactively identify and address client challenges before they impact satisfaction or retention
• Build trusted advisor relationships that drive platform adoption and utilization
  
  

Client Advocacy & Success Optimization (30%)

• Monitor client success metrics, usage analytics, and ROI achievement
• Collaborate with product and engineering teams to address client feature requests and feedback
• Develop and execute success plans tailored to each client's unique objectives
• Create case studies and success stories to showcase client wins
• Advocate internally for client needs and strategic initiatives
  
  

Experience

Required Qualifications

• 7+ years in customer success, account management, or client relationship roles in healthcare technology
• Proven track record managing enterprise accounts
• History of managing complex, multi-stakeholder relationships
  
  

Core Skills

• Strong analytical and problem-solving abilities with data-driven approach to customer success
• Exceptional relationship building and communication skills across all organizational levels
• Ability to understand complex technical products and translate value to business stakeholders
• Experience with customer success platforms, CRM systems, and analytics tools
• Proven ability to identify expansion opportunities and execute growth strategies
  
  

Preferred Qualifications

• Healthcare industry experience, particularly with payers, health systems, or physician practices
• Existing relationships with decision makers at major health plans and health systems
• Experience with telehealth, AI/ML healthcare solutions, or digital health platforms
• Background in healthcare consulting or clinical operations
• Knowledge of healthcare compliance requirements (HIPAA, SOC 2, etc.)
• Understanding of clinical workflows, payer operations, and provider economics
• Success in seed/Series A stage companies
• Healthcare industry certifications or clinical background
  
  

What we offer

• Competitive base salary plus equity
• Benefits reimbursement
• Opportunity to directly impact healthcare accessibility for millions of patients
• Direct reporting relationship to COO with board visibility
• Resources to build world-class customer success processes and tools
  
  

About Doctronic

Doctronic is the #1 AI Doctor, revolutionizing direct-to-patient healthcare through our proprietary AI system. Our platform (doctronic.ai) provides free, anonymous, HIPAA-compliant AI consultations alongside affordable human physician visits ($40) available 24/7 across all 50 states via instant video, scheduled video, or async text. We partner with leading payers and health systems to expand access and improve outcomes for their members and patients.