Customer Success Manager

Direct message the job poster from PatientPartner Overview PatientPartner is a healthcare technology company transforming the way patients make life-changing medical decisions. Our platform connects patients considering a treatment or procedure with real patient mentors who have already gone through the same journey. By fostering peer-to-peer conversations, we empower patients to make more confident, informed choices — while helping providers and life sciences companies improve patient conversion, adherence, and satisfaction. We partner with leading healthcare organizations, from global pharma brands to medical device innovators and specialty practices, to deliver a seamless mentor experience that drives measurable outcomes. What You’ll Do The Customer Success Manager (CSM) will lead our Patient Engagement function, ensuring an exceptional experience for patients and mentors while managing a growing team of Patient Engagement Managers (PEMs). This is a hands-on and strategic role that blends patient/mentor support, program operations, and leadership. The CSM will report directly to the VP of Client Success, working closely to onboard new clients, manage existing ones, and contribute to company-wide initiatives, including strategic planning and brainstorming. Salary Range $65,000 – $85,000 USD annually (based on experience and location) Key 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. Skills & Experience You Need 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. What We Offer Stock options Unlimited paid time off and sick days In office role (Preferred) Open to remote work The opportunity to be on the ground floor of a rapidly growing health tech startup Mission-driven work that directly impacts patients’ healthcare journeys Seniority level Mid-Senior level Employment type Full-time Industries Software Development #J-18808-Ljbffr PatientPartner