Customer Success Manager - Healthcare

Summary

Penguin Ai is a healthcare AI company focused on improving workflows such as Prior Authorization and HCC Coding. The Customer Success Manager will own post-go-live relationships with healthcare customers, drive adoption, manage renewals and expansion, and develop scalable customer success processes and documentation.

Responsibilities

• Own the post-go-live relationship for your accounts, serving as the primary day-to-day point of contact and the face of Penguin Ai for in-life use cases
• Identify expansion opportunities within accounts and partner with the Sales Executive on renewals and growth
• Run executive and operational cadences with customers - weekly syncs, escalation reviews, QBRs, and more
• Track and report account health: adoption, ticket trends, open risks, and renewal/expansion signals
• Partner with the PMO and delivery leads to transition implementations cleanly from build into steady-state, ensuring nothing drops between go-live and long-term success
• Work hand-in-hand with delivery teams and customers on support tickets, managing HubSpot ticketing hygiene and reporting so issues are triaged, tracked, and closed with visible SLAs
• Consolidate customer feedback, recurring questions, and enhancement requests into a prioritized input stream for Product and Engineering
• Build and maintain customer-facing documentation - FAQs, release notes, and enablement material - to reduce repeat support volume
• Author and evolve the customer success playbook - onboarding, health scoring, escalation paths, QBR structure, and success metrics - and scale the practice as the customer base grows

Skills

• 3+ years in customer success, account management, or client services - ideally in healthcare, health-tech, or enterprise SaaS
• A track record of owning the full post-go-live customer lifecycle, from onboarding handoff through renewal and expansion
• Comfort running executive-level conversations and translating technical detail into business outcomes for healthcare stakeholders
• Sharp organizational skills - you can juggle multiple accounts, tickets, and cadences without dropping a thread
• Experience with a CRM/ticketing platform such as HubSpot to track account health and support operations
• A builder's mindset - comfortable creating playbooks, health-scoring frameworks, and documentation from scratch rather than waiting for someone to hand you a process
• Excellent written and verbal communication skills, with the poise to be the calm, trusted voice a healthcare customer wants during an escalation
• A Bachelor's degree in a related field
• You've delivered AI or automation projects that deliver measurable undeniable impact
• You've not just survived but thrived in the beautiful chaos of a high-growth startup
• You can effortlessly translate between product-speak, clinical-speak, and exec-speak
• You have a legendary reputation for turning "red" projects gloriously green

Qualifications

Must Haves

• 3+ years in customer success, account management, or client services - ideally in healthcare, health-tech, or enterprise SaaS
• A track record of owning the full post-go-live customer lifecycle, from onboarding handoff through renewal and expansion
• Comfort running executive-level conversations and translating technical detail into business outcomes for healthcare stakeholders
• Sharp organizational skills - you can juggle multiple accounts, tickets, and cadences without dropping a thread
• Experience with a CRM/ticketing platform such as HubSpot to track account health and support operations
• A builder's mindset - comfortable creating playbooks, health-scoring frameworks, and documentation from scratch rather than waiting for someone to hand you a process
• Excellent written and verbal communication skills, with the poise to be the calm, trusted voice a healthcare customer wants during an escalation
• A Bachelor's degree in a related field

Nice to Haves

• You've delivered AI or automation projects that deliver measurable undeniable impact
• You've not just survived but thrived in the beautiful chaos of a high-growth startup
• You can effortlessly translate between product-speak, clinical-speak, and exec-speak
• You have a legendary reputation for turning "red" projects gloriously green

Benefits

• Medical, vision, and dental coverage
• Generous vacation policy and company holidays
• A front-row seat in one of healthcare's most exciting AI companies – witness history in the making