Manager, Customer Success

🕒 May 15

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PerfectServe

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

⚕️ Healthcare Insurance

☁️ SaaS

💰 Private Equity Round on 2018-05

Healthcare Insurance • SaaS

PerfectServe is a healthcare technology company that specializes in clinical communication and collaboration solutions. The company provides tools to improve communication between healthcare professionals, streamline clinical workflows, and enhance patient engagement. Its products include medical answering services, provider scheduling, and a healthcare operator console, all designed to ensure effective and secure communication across care settings. PerfectServe aims to reduce administrative burdens and support provider wellness while maintaining compliance with industry regulations. Trusted by over 30,000 healthcare organizations, PerfectServe integrates with existing healthcare systems to optimize provider scheduling, improve patient and family communication, and enable virtual care.

📋 Description

• Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows. • Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment. • Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities. • Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations. • Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support. • Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics. • Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach. • Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations. • Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle. • Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.

🎯 Requirements

• 4+ years in Customer Success, Account Management, or a related SaaS leadership role. • 2+ years of people management experience with a focus on coaching, mentoring, and team development. • Proven track record of driving customer retention, adoption, and revenue growth. • Strong technical acumen and troubleshooting skills, with the ability to translate complex concepts into customer value. • Exceptional verbal, written, and presentation skills, with experience engaging executive stakeholders. • Demonstrated success in leading process improvements in dynamic, cross-functional environments. • Familiarity with clinical workflows, healthcare communication, or LEAN methodologies. • Ability to travel up to 25%.

🏖️ Benefits

• Remote first work environment • Health, Dental, Vision, Life and Disability Insurance options available day one. • 401K - with match and immediately vested. • 17 company holidays, 2 floating holidays plus competitive paid time off policy • Internal Advancement Opportunities