Customer Success Manager

Team: Customer Experience Location: Hybrid in Oklahoma City, OK Reports to: Kassie McClung, Director of Customer Experience What is Apricot? Apricot is on a mission to revolutionize the home health industry by tackling one of the biggest challenges faced by nurses: excessive paperwork. Right now, home health nurses spend more than half of their time documenting care — time that could be spent with patients instead. That burden fuels burnout, limits access to care, and leaves both nurses and operators frustrated. We believe nurses deserve better. Our AI-powered platform dramatically reduces the time it takes to complete Start of Care documentation, giving nurses back hours in their day. That means better care for patients, more sustainable staffing for agencies, and more energy for the work that matters most. At Apricot, we’re building more than a tool — we’re reimagining how documentation works, starting with the users who feel it most. And we’re doing it in close partnership with the agencies, clinicians, and QA teams we serve. Role Overview We’re looking for a thoughtful, proactive Customer Success Manager to join our Customer Experience team. You’ll be a trusted point of contact for many of our agency partners — answering questions, guiding them through onboarding, and helping ensure they feel confident using Apricot from day one. This role is ideal for someone who genuinely enjoys communicating with people. You should be able to take something complex and make it feel easy, keep conversations moving forward, and bring clarity and calm to fast-moving situations. You’ll talk with everyone from field nurses to office staff and agency leadership, helping them feel supported, prepared, and heard. You’ll report to our Manager of Customer Experience and work closely across teams. Curiosity, empathy, and excellent communication skills are essential — you’ll often be the voice (and face) of Apricot. What You’ll Do Serve as the day-to-day point of contact for assigned home health agencies Coordinate onboarding and rollout activities — scheduling, communication, and keeping all parties aligned Build strong, trusting relationships with QA teams, clinical managers, schedulers, and agency leadership Communicate with customers in a way that is clear, warm, and professional — even when topics are complex Monitor usage patterns and identify where customers may need extra support or guidance Surface patterns, blockers, and product feedback to the CX and Product teams Collaborate cross-functionally with Support, Product, and Engineering Contribute to a supportive, collaborative team culture focused on solving meaningful problems What Makes You a Great Fit Customer-experienced: You bring 2+ years in customer success, onboarding, support, account management, or another customer-facing role. Clear communicator: You’re strong in writing, comfortable presenting, and able to guide conversations with clarity and confidence. Trust-builder: You know how to build rapport with a wide range of users—from clinicians to office staff to agency leadership. Highly reliable: You manage multiple priorities, follow through consistently, and keep things moving. Comfortable with ambiguity: You can navigate fast-changing situations and still move conversations and work forward. People-savvy: You listen closely, ask good questions, simplify complex topics, and help others feel understood. Mission-aligned: You’re genuinely motivated by improving healthcare for the people who deliver it. Travel- ready: You’re open to occasional travel for customer visits, shadowing, or onsite onboarding. Preferred Qualifications Experience in customer-facing roles such as support, onboarding, customer success, or implementation Comfort navigating complex operational settings and handling high-trust conversations Familiarity with healthcare or EMR systems, or experience working alongside clinical or office teams Software or tech company experience is a plus We believe in potential over perfection. If you’re excited about our mission and can see yourself growing into this role—even if you don’t check every box,we encourage you to apply. Why Join Apricot? We’re not just building a product — we’re building a company that centers nurses, prioritizes patient care, and rethinks what’s possible in home health. As a member of the Apricot team, you’ll work closely with our customers, play a key role in shaping our support and onboarding strategy, and contribute directly to the success of a fast-growing healthcare startup. We’re a team that values curiosity, ownership, and mission-driven work. If you’re excited to support meaningful change — and help us build something exceptional from the ground up — we’d love to hear from you. #J-18808-Ljbffr PetsApp