PatientPartner · 1 day ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$65K/yr - $85K/yr
4+ years expPatientPartner is a healthcare technology company transforming the way patients make life-changing medical decisions. The Customer Success Manager will lead the Patient Engagement function, ensuring an exceptional experience for patients and mentors while managing a growing team of Patient Engagement Managers.
Health CareHome Health CarePersonal HealthWellness
Responsibilities
Recruit, onboard, and manage mentors with a focus on retention, compliance, ongoing support, and overall mentor happiness, ensuring they deliver high-quality patient conversations
Follow up with patients, guiding them along their healthcare journey with empathy and clear communication
Support patients with scheduling, appointments, and progressing to the next step in treatment
Own the Mentor Engagement Program, including compliance, surveys, and engagement sequences
Maintain dashboards, workflows, and SOPs to ensure scalable and consistent operations
Manage and coach part-time PEM(s) to ensure effective execution of responsibilities
Deliver bi-weekly internal reports on program health and monthly client reports with insights and recommendations
Partner with Product and Marketing to improve dashboards, assets, and engagement campaigns
Support new client launches with tailored engagement plans and operational setup
Proactively identify gaps in mentor and patient engagement, implementing scalable solutions while upholding quality standards
Actively participate in company-wide brainstorming and cross-functional initiatives to drive innovation and growth
Qualification
Required
4+ years of experience in Customer Success, Program Management, or Patient Engagement
Experience working with healthcare organizations is required, ideally within medical devices, pharmaceuticals, or digital health. Direct exposure to regulated industries and patient-facing programs is strongly preferred
Strong leadership skills with proven success in managing and developing teams
Demonstrated ability to recruit, onboard, and manage mentors and patients with a focus on retention, compliance, and satisfaction
Proven track record of improving customer/patient satisfaction, retention, and engagement metrics
Excellent communication and empathy skills; able to support patients and mentors with professionalism and care
Highly organized, with the ability to manage multiple priorities and complex projects
Skilled in analyzing program data, generating actionable insights, and presenting findings to leadership and clients
Tech-savvy, with experience using CRM systems, reporting tools, and project management platforms (e.g., ClickUp, Keap, Slack, Typeform)
Comfortable in a fast-paced startup environment, adaptable to shifting priorities and evolving client needs
Preferred
Direct exposure to regulated industries and patient-facing programs is strongly preferred
Benefits
Quarterly Bonuses
Equity
Unlimited paid time off and sick days
Full health benefits package (medical, dental, vision)
The opportunity to be on the ground floor of a rapidly growing health tech startup
Mission-driven work that directly impacts patients’ healthcare journeys
Company
PatientPartner
PatientPartner is a digital health platform that focuses on enhancing the patient experience.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$9.03MKey Investors
Alethea Capital ManagementHealth Engine
2024-09-04Seed· $3.5M
2024-09-04Debt Financing· $3.5M
2024-02-21Grant
Leadership Team
George Kramb
Co-Founder | CEO
Patrick Frank
Co-Founder | COO
Company data provided by crunchbase