Customer Experience Manager

Job not on LinkedIn

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Linus Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

💰 $55M Series B - Linus Health on 2021-07

Healthcare • Artificial Intelligence • SaaS

Linus Health is a digital health company that provides a science-driven cognitive assessment platform using AI and validated, process-based metrics to enable earlier detection, clinical decision support, and proactive brain health care. Its flagship assessment (the CCE) and other digital tools modernize traditional cognitive tests (e. g. , clock drawing) for use across medical practices, health systems, life sciences research, payers, and clinical trials. Linus Health emphasizes research validation (over 160 publications), FDA/MHRA/Canada Health registration, and partnerships to support screening, trial optimization, and population-level cognitive insights.

📋 Description

• Serve as the primary point of contact for customer support and ongoing customer success • Manage incoming customer requests through the Linus Support Portal, email, phone, meetings, and chat • Resolve customer issues or coordinate with Product, Engineering, Clinical, and Customer Success teams for timely resolution • Monitor customer health and proactively identify opportunities to improve adoption and satisfaction • Conduct customer check-ins and business reviews as appropriate • Identify customer trends and recommend improvements to workflows, documentation, and product enhancements • Own customer communication plans across all customer touchpoints • Develop and distribute customer newsletters, release notes, product announcements, implementation updates, and educational communications • Coordinate customer email campaigns and other communication channels • Create customer-facing documentation, FAQs, knowledge base articles, training materials, and best practices • Ensure messaging is consistent, timely, and aligned across the customer lifecycle • Coordinate customer onboarding and training activities • Manage device logistics and customer fulfillment requests • Track customer support metrics and SLA performance • Develop scalable customer success and support processes • Maintain support documentation and internal knowledge resources • Support special projects that improve the customer experience

🎯 Requirements

• 3–5 years of experience in Customer Success, Customer Support, Account Management, or Customer Operations • Experience supporting healthcare organizations or healthcare SaaS products • Excellent written and verbal communication skills • Experience creating customer communications, documentation, newsletters, or training materials for a variety of audiences • Strong organizational and project management skills • Experience with Zendesk or similar customer support platforms • Passion for delivering exceptional customer experiences • Ability to manage multiple priorities in a fast-paced environment • Demonstrated ability to collaborate cross-functionally