Customer Success Manager (Implementation and Account Growth)

Job Summary:

We are seeking a dynamic and client-focused Customer Success Manager to lead the implementation and ongoing success of our agentic voice solutions within healthcare organizations. The ideal candidate is a relationship builder with strong project management skills, technical aptitude, and the ability to serve as the trusted day-to-day partner for our clients. You will be responsible for driving product adoption, ensuring seamless implementations, and maximizing customer value across your portfolio of healthcare accounts.

Key Responsibilities:

● Own end-to-end implementation projects as the primary project manager — from kickoff through go-live. You are accountable for delivery.

● Run kickoff meetings, weekly status calls, and executive check-ins; produce clear written updates that keep clients informed without overwhelming them.

● Coordinate internal resources across Engineering, Product, and Support to resolve blockers and maintain momentum.

● Develop client-facing implementation playbooks and onboarding materials tailored to each account’s workflows and technical environment.

● Travel regularly to client sites during active implementations to drive alignment and accelerate go-live.

● Serve as the primary day-to-day partner for assigned healthcare accounts post-launch — a trusted advisor, not just a support contact.

● Define success metrics and ROI benchmarks with each client at kickoff; revisit and demonstrate progress in structured Executive Business Reviews (EBRs).

● Monitor customer health indicators, usage analytics, and satisfaction signals; proactively intervene before issues become churn risks.

● Identify and develop expansion opportunities rooted in measurable business value — upsell and cross-sell should feel like a natural outcome of doing the job well.

● Develop and deliver training programs that ensure clients continuously improve their utilization of Attune’s agentic voice platform.

● Serve as the internal voice of the customer — synthesize client feedback into structured, actionable product and engineering insights.

● Work closely with Sales, Product, and Support to align client needs with internal capabilities and resolve technical issues at speed.

● Partner with Sales on renewals, expansions, and new logo handoffs — you own the transition from deal closed to value delivered.

Qualifications:

● Experience: 5+ years in customer success, account management, project management or client services roles, preferably in SaaS, healthcare technology

● Technical Acumen: Comfortable learning and explaining technical products; ability to troubleshoot basic technical issues and coordinate with engineering teams

● Project Management: Proven track record managing complex implementation projects with multiple stakeholders

● Exceptional relationship-building skills across an organization, from front-line staff to executives.

● Experience working with cross-functional teams in a fast-paced startup environment.

● Experience deploying or scaling technology (AI, digital health, or enterprise SaaS) in healthcare settings.

● Advanced knowledge of healthcare workflows and compliance standards.

● Background in healthcare consulting, transformation initiatives, or system-wide implementations.

● Experience presenting outcomes and best practices at conferences or executive forums.

Education: Bachelor's degree preferred

Soft Skills:

● Client-Centric Mindset: Deep commitment to customer success; ability to anticipate needs and proactively solve problems

● Communication Excellence: Outstanding verbal and written communication skills; ability to communicate complex technical concepts to non-technical stakeholders and executive audiences

● Relationship Builder: Natural ability to build rapport and trust with diverse stakeholders across all organizational levels

● Adaptability: Comfortable working in a fast-paced, entrepreneurial environment; able to manage ambiguity and pivot quickly

● Ownership Mentality: Takes full accountability for client outcomes; doesn't wait for direction but proactively identifies and addresses issues

● Collaborative Spirit: Works seamlessly across teams; understands that customer success is a team effort

● Problem-Solving: Strong analytical skills with a solution-oriented approach to challenges

Compensation & benefits:

Competitive base + performance incentives; comprehensive health benefits; flexible PTO. Attune is committed to a culture of teamwork; where everyone works together to plan, do, learn, and continuously improve.

We accomplish that by staying true to our core values.

● Lead With Empathy

Attune designs technology that listens first and responds with compassion and precision. Every interaction reflects genuine understanding and care for patients, providers, and partners.

● Trust Is Earned

Trust is built through openness, clarity, and reliability. Attune upholds the highest standards of privacy, security, and communication, ensuring confidence in every exchange.

● Work in Harmony

Collaboration drives progress. Attune aligns patients, care organizations, and technology partners to create seamless, unified systems that work together toward better outcomes.

● Prioritize Outcomes

Success is measured by impact, not activity. Attune focuses on closing care gaps, improving experiences, and advancing meaningful health outcomes.

● Innovate With Integrity

Attune advances AI responsibly, creating solutions that amplify human expertise without losing the human touch. Innovation always serves people first.

Attune is an Equal Employment Opportunity Employer and all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact us.