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Infinitus Systems, Inc. · 4 weeks ago

Customer Success Manager

San Francisco, CA

Full-time

Hybrid

Senior Level

5+ years exp

Infinitus Systems, Inc. is a pioneering voice AI platform focused on transforming healthcare. The Customer Success Manager will own enterprise accounts, drive customer health and success, identify growth opportunities, and collaborate cross-functionally to enhance product adoption and customer satisfaction.

Artificial Intelligence (AI)Call CenterHealth CareSoftware

Growth Opportunities

Responsibilities

Own enterprise accounts end-to-end: from onboarding through renewal and expansion, serving as the primary strategic contact across the full customer lifecycle

Drive ongoing customer health and success: conduct regular check-ins, usage and outcomes monitoring, Quarterly Business Reviews (QBRs), and proactive outreach to ensure value realization and early issue detection

Identify and convert growth/expansion opportunities: map customer needs, identify new/expansion use cases, and partner with Sales to grow adoption across customers’ business units and departments

Support implementation and adoption: partner with our Enablement team on integrations, workflow design, technical launches, and user training to ensure rapid time-to-value and stable onboarding

Collaborate cross-functionally: partner with Product, Engineering, Sales, Marketing, Operations, and Finance/RevOps to resolve roadblocks, support billing and invoicing accuracy, and coordinate expansions or new pilots for existing accounts

Maintain strong account operations and hygiene: maintain CRM/CS tool records, manage communications, issue resolution, renewal tracking, and billing/invoice checks as needed

Advocate for the customer internally: collect feedback, surface product or workflow enhancement ideas, and help inform product roadmaps based on real-world usage and needs

Build and deepen relationships across stakeholders: from end-users to senior executives, earn trust, influence adoption, and drive enterprise-level engagement

Qualification

Customer success managementTechnical account managementSaaS experienceCRM/CS toolsTechnical fluencyCross-functional collaborationProblem-solving skillsProactive mindsetCommunicationsDetail-oriented

Required

5+ years of experience in customer success, technical account management, or consulting roles in SaaS, health tech, AI, or related fields

Strong technical fluency and workflow empathy to understand integrations, APIs/workflows or clinical/operational contexts, and translate product value to both technical and business stakeholders

Demonstrated ability to manage complex, multi-stakeholder enterprise accounts and guide organizations through change, adoption, and expansion

Track record of driving expansion, renewals, and increased utilization (i.e., not just retention, but growth within accounts)

Comfort operating cross-functionally and serving as a customer advocate across Marketing, Sales, Product, Engineering, and Operations teams

Strong communications: clear, empathetic, and executive-ready with the ability to distill technical complexity into business value

Proactive, results-oriented mindset: strong problem-solving skills with the ability to anticipate risks and opportunities

Experience with CRM/CS tools and account hygiene (e.g. data tracking, billing/invoice accuracy, renewal management, usage metrics)

Ability to manage multiple accounts concurrently and prioritize across tasks, while remaining detail-oriented