Customer Success Manager

Provider Success at Forus

Provider Success at Forus is responsible for what happens once a medical practice or health system starts using our platform: driving adoption, expanding usage, building lasting partnerships, and turning users into advocates. Our goal is to help provider organizations embed Forus into their daily operations and continuously expand the impact they receive from the platform.

You will own that journey end-to-end, translating what we learn from practices into new product direction, stronger playbooks, and better workflows. You will work directly with providers to drive workflow transformation, stakeholder alignment, adoption, and growth while helping build the systems and processes that allow Provider Success to scale across thousands of practices and systems.

This is a demanding role, with a high level of autonomy and responsibility. You will be expected to "act like an owner" and commit yourself to Forus's success. If you are low-ego, hungry to learn, and excited about intense, impactful work that drives company growth and accelerated career progression, we want to hear from you.

If you join, you will:

• Own a portfolio of provider organizations, serving as their primary strategic partner and driving long-term adoption, growth, and advocacy
• Lead providers through workflow change: map stakeholders, build champions, secure executive buy-in, and drive adoption across teams, locations, specialties, and users
• Build trusted relationships with provider teams at every level, from frontline staff to leadership, creating users who actively advocate for Forus internally and externally
• Analyze account health, adoption patterns, provider behavior, and operational friction to identify risks, uncover opportunities, and drive action
• Lead business reviews, adoption reviews, and strategic planning conversations that connect provider goals to measurable outcomes and continued platform expansion
• Serve as the provider's voice inside Forus, partnering with Product, Operations, and Engineering to turn what you see across accounts into what we build and solve next
• Define and refine the Provider Success playbook, including onboarding plans, adoption frameworks, lifecycle stages, health metrics, escalation paths, stakeholder engagement models, and SOPs

We're looking for you if you have:

• 2-10 years of experience in customer success, implementation, account management, client service, post-sales operations, or another customer-facing role with meaningful ownership
• Experience owning customers after sale, including onboarding, stakeholder management, activation, expansion, retention, and escalation
• Consultative approach to customer relationships: you can understand how an organization works, identify what matters, and guide customers toward measurable outcomes
• Comfort building process in ambiguity, including playbooks, health metrics, handoffs, documentation, escalation paths, and repeatable operating rhythms
• Strong written and verbal communication that helps you build trust with providers, align internal teams, and drive follow-through
• Track record of moving quickly, improving as you learn, and going to unreasonable lengths to deliver on goals
• High NPS with your former teammates

This is a list of ideal qualifications for this position. If you don't meet every single one of them, you should still consider applying! We're excited to work with people from underrepresented backgrounds, and we encourage people from all backgrounds to apply.