Customer Success Manager

About the Role

As a Customer Success Manager, you will be a point of accountability for a portfolio of Pythagoras AI customers, from signed contract through launch, ongoing operations, and expansion. You will own day-to-day customer relationships, run implementations with our product and engineering team, track program performance against contractual service levels, and identify where Clara can take on new use cases, populations, and sites.

You will work closely with our founders, engineering team, sales team, clinical team and the operational and clinical leaders at each customer. This role reports to the Head of Customer Success.

What You'll Do

Implementation and launch

• Lead customers from signed statement of work to go-live, including kickoff, requirements gathering, workflow and script review, testing, and launch
• Coordinate integration work across our engineering team, customer IT teams, and third-party vendors, including EHRs, data warehouses, population health platforms, and telephony providers
• Build and maintain project plans with committed testing and launch dates, and keep customers informed of status, dependencies, and open items

Ongoing program management

• Serve as the primary contact for the operational, clinical, and technical leaders at each account
• Deliver weekly progress reports on outreach volume, outcomes, issues, and resolutions, and lead quarterly business reviews
• Triage tickets and alerts and track each one through resolution, working with engineering on technical issues and with our Head of Care Management on clinical ones
• Review calls regularly as part of our quality control process and turn findings into script, workflow, or configuration changes
• Track performance against contractual service levels for uptime, support response times, and call quality, and raise risks early

Customer outcomes and growth

• Analyze program data to surface patterns, risks, and opportunities, and bring specific recommendations to customers
• Build outcome and ROI summaries for customer leadership and renewal conversations
• Identify expansion opportunities such as new use cases, languages, practices, and populations, and partner with sales on expansion proposals and renewals
• Bring customer feedback to the product team to shape our roadmap

What You Bring

• 4+ years in customer success, account management, or implementation roles
• Comfort working with data, including building reports in spreadsheets or BI tools and translating results into recommendations
• Strong project management skills across multiple accounts with competing deadlines
• Clear written and verbal communication with executives, clinicians, IT teams, and engineers
• Familiarity and working experience with LLM's, especially around efficient prompting, best practices, etc.
• Working understanding of HIPAA and the handling of protected health information

Nice to Have

• Experience at a healthcare, digital health, or patient engagement company
• Familiarity with EHRs and population health management software
• Familiarity with contact center or telephony platforms