Customer Success Manager

Customer Success Manager | AI Healthcare Technology

Location: New York City, NY (On-Site)

Compensation: $130,000–$200,000

About the Company

Shields Group Search is partnering with an innovative AI-powered healthcare technology company building a network that connects doctors, pharmacies, payers, and biopharma organizations to accelerate the delivery of new medical science and treatments to patients.

The company's platform provides end-to-end prior authorization and medication access solutions, helping healthcare providers streamline complex workflows, improve operational efficiency, and deliver better patient outcomes.

The company is building out its Provider Success organization and is looking for a Customer Success Manager who can take ownership of post-sale customer relationships, drive adoption and retention, and help establish the processes and playbooks that will support the company's next stage of growth.

About the Role

The Provider Success team owns everything that happens after a medical practice or health system goes live on the platform, including onboarding, workflow transformation, stakeholder alignment, adoption, expansion, and advocacy.

This is an early-stage team that has not yet developed into a mature customer success function. Early hires will be expected to build and refine operational playbooks rather than inherit established processes.

The company internally describes its product offering as "end-to-end prior auth and medication access."

The Provider Success organization is structured into three tiers:

• Strategic Partnerships: Executive and enterprise-level relationships and accounts.
• Enterprise Customer Success: Dedicated 1:1 execution and relationship management for enterprise accounts.
• SMB/Mid-Market Customer Success: Portfolio ownership across approximately 100–150 provider practices.

The immediate hiring priority is the SMB/Mid-Market Customer Success team.

This is a post-sale role focused on activating provider practices, driving adoption, ensuring retention, and identifying expansion opportunities.

The Customer Success Manager will also own customer escalations across Operations and Product, lead business and adoption reviews, and translate account-level learnings into product improvements and stronger operating playbooks.

Key Responsibilities

• End-to-End Customer Ownership: Manage a portfolio of provider organizations from onboarding through activation, adoption, expansion, retention, and advocacy.
• Workflow Transformation: Lead providers through workflow changes by mapping stakeholders, building internal champions, and securing executive buy-in.
• Stakeholder Relationship Management: Develop trusted relationships across all levels of provider organizations, from frontline staff to executive leadership.
• Portfolio Health & Analytics: Analyze account health, adoption patterns, and operational friction to identify customer risks and expansion opportunities early.
• Business & Adoption Reviews: Lead structured reviews that connect provider priorities to measurable business and operational outcomes.
• Escalation Management: Own customer escalations end-to-end, coordinating closely with Operations and Product teams to drive resolution.
• Build & Scale Customer Success Operations: Define and refine the Provider Success playbook, including onboarding plans, adoption frameworks, customer health metrics, and escalation processes.

Required Qualifications

• Post-Sale Customer Success Experience: Background in customer success, implementation, account management, client services, or post-sales operations.
• Full Customer Lifecycle Ownership: Demonstrated experience managing customers through onboarding, adoption, expansion, retention, and escalations.
• Portfolio Management & Analytical Judgment: Strong operational and analytical skills, with the ability to prioritize accounts, assess customer health, and make sound portfolio management decisions.
• Stakeholder Communication: Excellent written and verbal communication skills, with a proven ability to build trust, influence stakeholders, and drive accountability and follow-through.

Ideal Candidate Background

We are particularly interested in candidates with one or more of the following backgrounds:

• Epic Implementation: Experience implementing Epic solutions and supporting provider-facing healthcare workflows.
• EHR Implementation: Experience implementing other electronic health record systems, combined with post-sale customer ownership.
• Consulting to Customer Success: Professionals who began their careers at consulting or client-service firms such as Booz Allen Hamilton or AlphaSights before transitioning into customer success, account management, or externally facing operational roles.
• SaaS Customer Success: Experience in customer-facing roles at established SaaS organizations such as monday.com or comparable companies.
• Sales to Customer Success: Professionals who transitioned from sales into customer success and have demonstrated experience managing customer portfolios.
• Early-Stage Builders: Candidates comfortable creating customer success processes, operating frameworks, and playbooks from scratch in early-stage or rapidly scaling organizations.

Candidates should be based in the New York metropolitan area and comfortable working on-site.

What Makes a Strong Candidate

Beyond the core requirements, the following experiences and characteristics are especially attractive:

1. Strong Professional References: Highly regarded by former teammates, with strong references and high internal NPS.
2. Executive-Level Relationship Management: Comfortable engaging with senior executives and organizational leadership, not just day-to-day platform users.
3. Early-Stage Customer Success Experience: Previously helped build or scale a customer success function at an early-stage or high-growth company.
4. Healthcare or Complex Workflow Expertise: Experience supporting healthcare technology or other products involving complex operational workflows.
5. Consultative, Results-Driven Mindset: A proactive operator willing to go above and beyond to achieve customer and business objectives.
6. Reasonable Career Transitions: Shorter employment tenures are acceptable when accompanied by a reasonable explanation.
7. Nontraditional Customer Success Career Paths: Consulting-to-external-facing roles or sales-to-customer-success transitions are welcomed.
8. Rapid Career Progression: A track record of fast internal promotions and increasing responsibility.
9. AI-Forward Experience: Previous experience working at AI-focused or AI-forward companies.
10. Leadership Experience: Prior management or people-leadership experience.
11. Provider-Facing Customer Success: Experience supporting healthcare organizations, health systems, or medical practices in a customer success capacity.
12. Zero-to-One Function Building: Direct experience establishing a customer success function from scratch within an early-stage organization.

Why This Opportunity?

This is an opportunity to join a growing AI healthcare technology company at an early stage in the development of its customer success organization.

Rather than stepping into an established function with rigid processes, the successful candidate will have the opportunity to shape how the company approaches provider onboarding, workflow adoption, customer retention, and long-term account growth.

The role offers meaningful ownership of customer outcomes, exposure to senior healthcare stakeholders, collaboration with Product and Operations, and the chance to build scalable processes that will have a lasting impact on the business.

If you have experience in customer success, healthcare technology, EHR implementation, or complex SaaS workflows and are excited about building a customer success function from the ground up, we'd love to hear from you.