Customer Success People Manager - Remote

Overview

We are a fast-growing vertical SaaS company that leverages innovation and disruptive technologies to improve consumer experiences, outcomes, and predictability in elective medicine. Our team thrives on challenges, embraces change, and is dedicated to transforming our industry.

In Short

• Lead and manage a distributed team of customer success associates.
• Create and maintain training guides and processes for customer support.
• Provide hands-on training sessions and troubleshoot technical issues.
• Ensure timely response to patient inquiries and clinic issues.
• Track and document bugs and feature requests for product improvement.
• Stay updated on new features and work with the product team.
• Create self-service tools and explore AI-driven automation.
• Support the operational success of the global support team.
• Identify customer pain points and translate feedback into insights.
• Foster collaboration and accountability within the team.

Requirements

• Proven experience in customer success management.
• Strong communication skills with native-level English fluency.
• Experience in SaaS or digital health environments.
• Ability to manage support tickets and troubleshoot workflows.
• Organized, collaborative, and tech-savvy.
• Proactive and empathetic approach to client support.
• Experience in team leadership and development.
• Capability to create training materials and process documentation.
• Ability to identify patterns and recurring issues in customer feedback.
• Understanding of automation tools and self-service solutions.

Benefits

• Opportunity to work in a fast-growing and innovative company.
• Collaborative work environment with a distributed team.
• Professional development and coaching support.
• Chance to impact the elective medicine industry.
• Flexibility in managing customer success operations.