Customer Success Manager

Job Description

Job Description

About Invoca

Invoca is the leading AI-powered conversation intelligence platform. We empower marketing, sales, customer experience, and contact center teams to unlock the intent and insights within every customer interaction – driving better customer experiences, increased revenue, and improved operational efficiency. Join our dynamic, fast-growing team, where innovation and collaboration are at the core of our culture.

We operate by five Operating Principles:

• Customers First, Anchored in "5 Whys" – We keep customers at the center, dig past the initial ask to the root cause, and play the long game to help them grow and stay.
• "Invoca Nice" = Direct + Kind – We say the hard thing directly and with care, receive feedback with curiosity, and embrace productive, respectful debate.
• Act Like an Owner – We own our outcomes, operate with high agency and a bias for action, and put impact ahead of politics.
• Raise the Bar for Everyone – We redesign what slows us down, recognize those who raise standards, and refuse to settle for mediocre work.
• Bring the Intensity – We move at "AI speed," stay responsive and reliable, finish what we start, and meet the moment when it matters.

If these principles resonate with you, we'd love for you to join us – we are building something special.

Our Customer Success team is the engine behind long-term customer value at Invoca. We partner closely with our Healthcare customers – from multi-location provider groups and health systems to digital health and patient-acquisition marketers – to turn conversation intelligence into measurable business outcomes. Working hand-in-hand with Sales, Product, Marketing, and Support, the team drives adoption, retention, and expansion while serving as the voice of the customer inside Invoca. We win as a team: we share playbooks, celebrate each other's wins, and hold a high bar for the impact we deliver to the people and organizations we serve.

We are looking for an experienced Customer Success Manager to advise and support a portfolio of customers within the Healthcare segment, managing $3–$5M in revenue. Reporting to the Vice President of Customer Success, you will leverage both human and digital touchpoints to guide customers throughout their lifecycle – driving adoption, expansion, and retention.

This is a highly strategic, relationship-driven role where you will act as a trusted advisor, helping healthcare organizations maximize their investment in Invoca's AI-powered platform to improve patient acquisition, patient experience, and contact center performance. You will use customer data, health indicators, and automation to deliver personalized, proactive engagement that drives business impact, and you'll collaborate with cross-functional teams to ensure customers get the right resources at the right time – always with appropriate care for the compliance-sensitive nature of healthcare data.

Our goal is to empower customers with actionable insights, making their organizations more successful because of Invoca.

• Own and manage a portfolio of Healthcare customers, deeply understanding their business goals, patient-acquisition strategies, and operational challenges to drive engagement and success.
• Develop and execute strategic account plans that maximize adoption, retention, and expansion across each account.
• Use data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message to the right customer at the right moment.
• Apply AI in your day-to-day workflow – using AI-assisted tools to analyze account health, surface risks and opportunities, prepare business reviews, and personalize customer communications at scale – so you spend more time on high-value strategic work.
• Confidently articulate the value of Invoca's AI-powered conversation intelligence to customers, translating platform capabilities into outcomes that matter to healthcare marketers, patient-access leaders, and contact center teams.
• Act as a strategic consultant, providing best practices and tailored solutions for each customer's needs, with sensitivity to healthcare regulatory and privacy considerations (e.g., HIPAA/PHI handling).
• Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings.
• Proactively identify risks and opportunities, mobilizing internal teams (Sales, Product, Marketing, and Support) as needed.
• Advocate for customers internally, providing feedback that influences product development and innovation.
• Foster long-term relationships that drive high satisfaction, advocacy, and loyalty.

• 4+ years of Customer Success or Account Management experience in B2B SaaS.
• 3+ years working with enterprise software, preferably serving Healthcare or another regulated, compliance-sensitive industry.
• Demonstrated AI fluency – you actively use AI tools in your work and can show how you apply them to be more effective, accurate, and efficient (e.g., drafting and synthesizing, analysis, research, and preparation). You're eager to keep learning as AI capabilities evolve.
• Strong project management skills, with experience prioritizing competing initiatives.
• The ability to consult and communicate effectively with all levels of an organization, from end users to executives.
• Genuine passion for AI-driven technology and how it transforms customer engagement.
• Background in digital marketing, advertising technology, or performance marketing, with an understanding of how marketers optimize customer (or patient) acquisition and engagement.

• Experience working with Contact Centers and associated technologies (CCaaS, e.g., Genesys, Five9, or similar)
• Familiarity with healthcare marketing or patient-access environments, and awareness of HIPAA and related privacy requirements.
• Familiarity with tools such as Adobe Analytics, Google Ads, Contentful, HubSpot, FullStory, or similar.
• Experience using Salesforce, Gainsight, and other SaaS platforms.
• BA/BS degree preferred.

Location This is a remote-first role. We are currently hiring in the following locations:

United States: Greater Los Angeles Area (including Santa Barbara and San Diego) · SF Bay Area · Denver Metro · Austin Metro · Chicago Metro · Greater NYC Area

Canada: Toronto (AI/ML technical roles only)

Candidates must be based within ~2 hour drive of these areas. Business travel will be required, mostly to Customer sites and occasionally for internal meetings.

At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Please note that benefits for teammates outside the U.S. may vary in accordance with their country's laws and regulations.

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
• Paid Holidays – Invoca provides 16 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included.
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock Options – All employees are invited to share in Invoca's success through stock options.
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program.
• Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.
• Position Base Range - $100,000-$105,000/year plus bonus.

"Our company is committed to creating a culture that is not only grounded in continuous learning, teamwork, and customer success, but is fair, equitable, and welcoming for everyone." – Gregg Johnson, CEO

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.

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