Customer Success Manager

Customer Success ManagerEnzo Health is a healthcare technology company transforming home health operations through purpose-built artificial intelligence. We deliver a secure, HIPAA-compliant AI platform that unifies intake, clinical documentation, coding, and quality assurance—enabling agencies to reclaim time and revenue while elevating patient care.Enzo addresses the critical challenges facing home health agencies today: rising operational costs, clinician burnout, shrinking reimbursement margins, and increasing compliance demands. Our integrated AI solution automates documentation workflows from referral to final QA, allowing clinical staff to focus on delivering exceptional patient care.Our SolutionsEnzo Intake: Delivers intake decisions in seconds, automatically extracting key data from referrals to increase admissions and reduce processing delays.Enzo Scribe: Auto-generates OASIS documentation, clinical narratives, and care plans, reducing documentation time by up to 75%.Enzo QA: Ensures documentation meets the highest clinical standards with approximately 95% coding accuracy, reducing compliance risk while increasing reimbursement by an average of $185 per episode.Enzo EHR: Unifies Intake, Scribe, and QA into a single AI-native platform that runs the patient episode from referral to reimbursement, replacing legacy systems and eliminating administrative busywork agency-wide.Our ImpactTrusted by top-performing home health agencies nationwide, Enzo delivers measurable results: documentation time under 25 minutes per visit, referral intake under 5 minutes, and 30-50% savings per episode of care. These efficiencies effectively double staff capacity while maintaining exceptional quality and compliance.As reimbursement pressures intensify, Enzo Health empowers agencies to navigate cost-cutting measures without compromising care quality, positioning AI as the essential strategy for sustainable growth in home health.About the roleMost home health agencies hate their EHR. Not dislike — hate. They've spent fifteen years with vendors whose support tickets vanish into a void, whose invoices grow mysteriously, and whose account managers only call when the renewal is due. When an agency switches to Enzo, they're not just buying better software — they're betting that this time, the relationship will be different.You are that bet.Enzo is an AI-native EHR for home health and hospice. Our customers run their entire agency on us: clinical documentation, scheduling, intake, billing, the full Medicare revenue cycle. That makes every account a high-stakes, multi-stakeholder relationship — the owner, the director of nursing, the billing manager, and the field clinicians all experience Enzo differently, and any one of them can quietly decide a renewal. As our Customer Success Manager, you'll own every account from go-live through renewal, expansion, and referral. You'll catch risk months before it shows up in a cancellation notice, close every loop our support queue opens, turn usage data into value stories owners actually believe, and build AI-powered systems that make sure no account ever drifts silently. You won't manage a playbook someone hands you — you'll write it, automate the repetitive parts, and run what's left.What you'll doOwn a book of post-go-live accounts end-to-end: adoption, renewal, expansion, and referenceability — with a revenue number attached to your nameManage the full stakeholder web inside each agency — owners, administrators, DONs, billing managers, intake coordinators — each of whom needs a different conversationRun renewals and expansions as deliberate negotiations: defend price with value math, attach new lines of service (hospice, additional locations), and never lead with a discountClose every loop: when something breaks — and in an EHR, things break — you're the person who tells the customer what happened, what changed, and how to verify it. Before they askBuild your own leverage with AI: account early-warning systems, auto-drafted executive reviews, ticket-loop automation. We scale this function with tooling, not headcountTranslate product data into owner language: documentation compliance, clinician hours recovered, claims acceptance, AR healthBe the voice of the customer inside Enzo — with data, not anecdotesQualifications3+ years owning revenue outcomes (renewal, NRR, or GRR) in B2B SaaS — you can quote your number and your attainmentExperience managing complex, multi-stakeholder accounts where the user, the buyer, and the renewal decision-maker are different peopleDemonstrated AI fluency: you've actually built automations or AI workflows in your job — not just drafted emails with ChatGPT. You'll show usCommercial spine: you've run hard renewal conversations and traded concessions for value instead of caving on priceExceptional written communication — you'll be writing to clinicians, billers, and owners, and each needs a different voiceBonus: healthcare, home health/hospice, EHR, or revenue-cycle exposure. (We can teach the domain. We can't teach instincts.)Why This Role MattersIn this industry, the EHR relationship is usually the worst vendor relationship an agency has. That's the opportunity. Agencies talk to each other constantly — owners sit on the same association boards, administrators move between agencies, DONs know each other from the field. One customer who'd genuinely recommend their EHR is a growth channel no marketing budget can buy. One customer who churns badly is a story that follows us for years. You sit exactly on that fulcrum. Our pricing scales with customer census, which means when our customers grow, we grow — your job is to make Enzo the system they grow on, and the first EHR anyone in this industry has ever loved.What We OfferCompetitive base + variable comp tied to net revenue retention — when the book grows, you're paid for itMeaningful early-stage equity at a Series A company growing fastA seat at the table: you'll work directly with the CEO and Head of Finance, and your account insights will shape product prioritiesHealth, dental, and vision coverage; flexible PTOLehi, UT HQ with travel to customers