Customer Success Manager

Job description

**Help Build the Future of Healthcare AI** Infinitus is AI communications in service of patients. Healthcare is inherently complex and siloed. We’re pioneering agentic communications to connect the entire system — any stakeholder, any channel, inbound and out. The result is intelligent care that reduces patient anxiety, increases speed to treatment, and enables teams to scale impact without stretching resources. Our system combines industry-leading safety guardrails with the largest dynamic knowledge graph built on millions of real-world interactions. It’s why 44% of the healthcare Fortune 50 trusts Infinitus to turn fragmented touchpoints into seamless care for better patient outcomes. **The Mission** At Infinitus, our mission is simple: create time for healthcare by making access, adherence, and affordability easier than ever. We’ve automated over **7 million calls and 100M+ minutes of conversation** — saving millions of hours for patients and providers. Backed by over $100M from top investors including Google Ventures, Kleiner Perkins, Andreessen Horowitz, and Coatue, we’re a team that challenges the status quo and moves fast at the intersection of AI and healthcare. Infinitus was recently named to *Fast Company's World's Most Innovative Companies* and *Business Insider’s top startups in healthcare*. **At Infinitus, you will:** - **Own enterprise accounts end-to-end**: from onboarding through renewal and expansion, serving as the primary strategic contact across the full customer lifecycle - **Drive ongoing customer health and success**: conduct regular check-ins, usage and outcomes monitoring, Quarterly Business Reviews (QBRs), and proactive outreach to ensure value realization and early issue detection - **Identify and convert growth/expansion opportunities**: map customer needs, identify new/expansion use cases, and partner with Sales to grow adoption across customers’ business units and departments - **Support implementation and adoption**: partner with our Enablement team on integrations, workflow design, technical launches, and user training to ensure rapid time-to-value and stable onboarding - **Collaborate cross-functionally**: partner with Product, Engineering, Sales, Marketing, Operations, and Finance/RevOps to resolve roadblocks, support billing and invoicing accuracy, and coordinate expansions or new pilots for existing accounts - **Maintain strong account operations and hygiene**: maintain CRM/CS tool records, manage communications, issue resolution, renewal tracking, and billing/invoice checks as needed - **Advocate for the customer internally**: collect feedback, surface product or workflow enhancement ideas, and help inform product roadmaps based on real-world usage and needs - **Build and deepen relationships across stakeholders**: from end-users to senior executives, earn trust, influence adoption, and drive enterprise-level engagement **We are looking for someone who has:** - 5+ years of experience in customer success, technical account management, or consulting roles in Health Tech, or related fields. Added plus is someone who has worked with Pharmaceutical Manufacturers - Demonstrated ability to manage complex, multi-stakeholder enterprise accounts and guide organizations through change, adoption, and expansion - Strong technical fluency and workflow empathy to understand integrations, APIs/workflows or clinical/operational contexts, and translate product value to both technical and business stakeholders - Track record of driving expansion, renewals, and increased utilization (i.e., not just retention, but growth within accounts) - Comfort operating cross-functionally and serving as a customer advocate across Marketing, Sales, Product, Engineering, and Operations teams - Strong communications: clear, empathetic, and executive-ready with the ability to distill technical complexity into business value - Proactive, results-oriented mindset: strong problem-solving skills with the ability to anticipate risks and opportunities - Experience with CRM/CS tools and account hygiene (e.g. data tracking, billing/invoice accuracy, renewal management, usage metrics) - Ability to manage multiple accounts concurrently and prioritize across tasks, while remaining detail-oriented - This role is open to remote locations outside of SFC **Why This Role Is Important to Us:** We sit at the intersection of healthcare and agentic AI communications -- a space where technology must meet real-world clinical, administrative, and operational demands. This role gives you the opportunity to shape how our products are adopted and used in critical environments, influence product direction, drive meaningful value for customers, and grow professionally in a high-impact, mission-driven team. **Why You’ll Love It Here** *Please Note: the following benefits are for salaried employees* - Hybrid work (SF office Mon/Tues/Thurs) + catered lunches (Bay Area Positions only*)* - Competitive salary, equity, and 401(k) - Wellness stipend & great benefits (medical, dental, vision) - Generous PTO & parental leave - Bi-annual offsites & a collaborative, mission-driven culture **What to Expect in the Interview Process** - Apply & meet our recruiting team - Virtual interviews to showcase your skills - Final onsite loop to meet the team and get to know us better - Chat with our CEO **Curious to Learn More?** - Read our [Blog](https://www.infinitus.ai/blog/) to hear from Infinauts about what we’re building - Discover how our company values ([CODES](https://www.infinitus.ai/careers/)) guide us - Follow our CEO, [Ankit Jain](https://www.linkedin.com/in/jainankit/recent-activity/all/), for industry updates We’re building AI agents that tackle healthcare’s toughest problems and open new possibilities. Ready to join us? Let’s talk! *​​Infinitus Systems is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Infinitus Systems believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.*