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Hello Patient · 2 hours ago

Customer Success Manager

Austin, TX

Full-time

Hybrid

Mid Level

$80K/yr - $120K/yr

3+ years exp

Hello Patient is transforming healthcare communication through advanced conversational AI, and they are seeking a Customer Success Manager to own the health, retention, and growth of customer accounts. The role involves maintaining account performance visibility, managing customer relationships, and driving performance insights to ensure long-term customer success.

Artificial Intelligence (AI)Generative AIHealth Care

Responsibilities

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

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

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

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

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

Qualification

Customer success experienceData interpretationCommunication skillsProactive mindsetHealthcare experienceAI tools proficiencyOperations backgroundAttention to detailCritical thinkingTeam player

Required

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