Customer Success Manager

About Us

openDoctor is a SaaS platform in the digital health space, committed to revolutionizing the way patients schedule and access radiology care. The Customer Success Team is responsible for building relationships, driving product adoption, and empowering clients to meet their goals. As experts of the openDoctor platform, we provide value as trusted advisors to our clients.

The Role

• Own customer outcomes by ensuring clients clearly understand, adopt, and realize measurable value from openDoctor.

• Define success criteria with customers and regularly track progress against agreed goals (ROI, efficiency gains, workflow improvements).

• Proactively identify gaps in adoption and create action plans to improve product utilization.

• Build and maintain strong, trusted relationships with key stakeholders across client organizations.

• Serve as the primary point of contact and strategic advisor for all assigned accounts.

• Develop a deep understanding of each client’s workflows, business goals, and challenges.

• Drive ongoing product adoption through regular check-ins, training sessions, webinars, and business reviews.

• Educate customers on new features and ensure alignment with their needs and use cases.

• Reinforce best practices to ensure consistent and effective platform usage.

• Monitor account health and engagement to identify risks and opportunities early.

• Take ownership of retention by addressing issues before they escalate.

• Maintain clear account plans and engagement strategies for key customers.

• Identify opportunities for expanded use cases, additional locations, or deeper product adoption.

• Partner with Sales on upsell and expansion opportunities.

• Help customers uncover additional value through new workflows and features.

• Act as the voice of the customer internally, providing structured and actionable feedback to Product.

• Identify trends across accounts to influence product improvements and roadmap priorities.

• Partner closely with Implementation to ensure smooth handoffs and continuity post-go-live.

• Work with Support, Product, and Sales to deliver a cohesive customer experience.

• Maintain accurate account data, notes, and activity tracking.

• Meet KPIs related to engagement, retention, and growth.

• Contribute to building scalable customer success processes and playbooks.

• Travel on-site to meet with clients (~20%).

• Support evolving initiatives as the company grows.

• Other duties as assigned by management.

Key Responsibilities

• Proven ability to manage relationships across a range of account sizes, including engaging with executive stakeholders.

• Exceptional written and verbal communication skills, with the ability to clearly and effectively communicate complex concepts.

• Strong problem-solving abilities with a proactive, solutions-oriented mindset.

• High level of comfort with technology and ability to quickly learn new systems and workflows.

• Experience with CRM tools (Salesforce preferred).

Required Qualifications

• 3-5 years of Customer Success, Account Management, or a client-facing consulting role, preferably within a B2B SaaS environment.

• Experience working with healthcare customers or within healthcare operations strongly preferred.

Our Values

• Integrity: Builds trust through honesty, transparency, and doing the right thing for both customers and teammates.

• Mission-Driven Impact: Motivated by helping customers succeed and improving outcomes in healthcare, not just completing tasks.

• Progress over Perfection: Takes action, iterates quickly, and continuously looks for ways to improve rather than waiting for perfect conditions.

• Accountability: Takes ownership of customer outcomes, follows through on commitments, and proactively addresses challenges.

• Customer-Centric: Deeply understands customer needs, advocates for them internally, and ensures they realize meaningful value from the platform.

• Team Over Ego: Collaborates effectively, supports teammates, welcomes feedback, and prioritizes team success over individual recognition.

Working Conditions

• Remote-first role with occasional travel required.

• Flexibility to work extended hours as needed to support key initiatives.