Customer Success Manager

Job Description

SpinSci builds AI-powered patient access and automation solutions that help health systems connect patients, streamline workflows across Epic and communication platforms, and drive better outcomes. We move fast and we’ve built a strong foundation. Now we need someone who can sharpen our playbook, bring fresh ideas, and help shape how this function scales.

Dialog Health (a division of SpinSci) is a HIPAA-compliant patient and staff engagement platform built specifically for healthcare. Its enterprise-grade conversational messaging platform, including two-way texting and RCS, helps healthcare organizations automate and personalize communications across the continuum of care—from referrals, orders, and appointment readiness to recall campaigns, billing follow-up, surveys, and staff engagement. Trusted by many of the nation's largest health systems, including Fortune 500 healthcare organizations, Dialog Health has spent more than a decade helping providers improve patient access, reduce no-shows, ease staff workload, and protect revenue through better communication.

As our Customer Success Manager, you'll be the trusted advisor for a portfolio of strategic healthcare clients — for SpinSci and Dialog Health.

Reporting to the Director of Customer Success, this role is both strategic and hands-on, with high visibility across the organization, including regular reporting to the executive leadership team.

We're looking for a trailblazer: someone who's energized by ambiguity, comfortable owning outcomes without a roadmap handed to them, and driven to build something from scratch in a category (healthcare automation) that's still being defined.

Key Responsibilities

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• Serve as the primary point of contact for assigned customer accounts, building long-term relationships based on trust, value, and results.
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• Drive retention and customer loyalty by ensuring high engagement, adoption, and satisfaction across our platform.
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• Identify and cultivate expansion and upsell opportunities in close collaboration with Sales and Product teams.
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• Own and maintain a regular cadence of communication with customers, including QBRs, executive check-ins, and ad hoc strategic sessions.
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• Develop and publish Customer Health Report Cards for each account, highlighting KPIs, risks, and wins for ELT visibility.
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• Triage issues, coordinate internal resources, and serve as an advocate for the customer's voice throughout the organization — often working directly with our founders and product leadership to resolve it.
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• Collaborate with Product to translate customer feedback into actionable insights and roadmap influence.
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• Partner with Implementation and Support to ensure smooth transitions and continuous improvement in service delivery.
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• Build reusable success playbooks and processes from scratch as we scale — you won't be handed a template, you'll create one others follow.
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Qualifications

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• 3+ years in Customer Success, Account Management, or Consulting — ideally in a B2B SaaS or healthcare tech environment.
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• Proven success managing enterprise or strategic accounts, with strong retention and growth outcomes.
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• Outstanding communication and interpersonal skills, with a knack for relationship-building across all levels of an organization, from IT admins to health system executives.
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• Comfortable with data and metrics — able to analyze account health, product usage, and business outcomes to inform action.
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• A builder's mindset: highly organized, self-driven, and resourceful, energized rather than overwhelmed by a fast-paced, evolving startup environment with few guardrails.
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• Self-motivated trouble-shooter who fixes customer issues with a smile
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• Strong team culture mentality.
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• You dream big, know how to have fun, and get things done with respect, humility and integrity.
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Current Opening - Based in Nashville (Cool Springs), Tennessee