Manager, Customer Success Team

Job description

Building Healthcare That Remembers Every time you call a doctor's office, the system forgets you the moment you hang up. You wait on hold, explain everything from scratch, get bounced between lines, and hope someone follows up. Everyone has felt this. No one should have to. At Assort Health, we're building one continuous conversation for every patient. An AI agent that knows who you are, remembers how you like to be reached, and carries that context from your first symptom to your full recovery. What began as the first voice AI agent to schedule a specialty appointment has become the largest proprietary specialty dataset in healthcare: 240 million patient interactions, 62,000 care protocols, 1.6 million decision pathways. We went from 15 people in 2025 and will cross 250 by the end of 2026. Revenue is up 20x in 15 months and we've raised $222 million, including a recent $120 million Series C https://www.assorthealth.com/blog/assort-health-raises-120-million-series-c-to-scale-largest-deployment-of-ai-agents-for-the-patient-journey at a $1.2 billion valuation. We've also been named to the Forbes Cloud 100 and the 2026 Enterprise Tech 30 as the only healthcare AI company on the list! Healthcare spends $1.1 trillion a year on administration instead of care. If you want to help change that, apply below. ABOUT THE TEAM Assort's Customer Success function delivers white-glove service to leading health systems and provider groups, ensuring they realize the full value of our platform. You'll lead a sharp, fast-growing team guiding complex customers from adoption through measurable impact. THE ROLE We're hiring a Manager, Customer Success Team to build and lead a team of Customer Success Managers and own retention, adoption, and expansion across their portfolio. You'll coach the team through their highest-stakes moments, and set the standard for what great looks like — including in-person presence with customers, executive relationship building, and threading Assort deeply across every level of the customer organization. This is a player-coach role. Most of your time goes to developing the team, but you'll also carry a few strategic accounts yourself and lead from the front. This is a unique opportunity to help define what customer success looks like at a leading AI company, at a pivotal moment for our team. WHAT YOU'LL DO - Hire, train, and lead the team — recruit, onboard, and coach members of the CS team, and own their growth and performance. - Own team-level outcomes — drive end-to-end account health across your portfolio, set capacity and book assignments, and bring operational rigor to how the team runs. - Be a strategic advisor on agentic AI — partner with C-suite and operating leaders to transform how patients experience care, expanding their vision of what's possible with AI and delivering measurable outcomes. - Drive executive presence and relationship depth — model and coach the team on building relationships that go beyond the day-to-day CSM contact, including leading QBRs and ensuring every account has meaningful coverage across clinical, operational, and executive stakeholders. - Diagnose and solve with data — proactively identify, surface, and address risks and opportunities, and translate insights into recommendations that drive ROI, unlock productivity, and improve AI agent performance. - Be the voice of the customer — develop deep fluency in Assort's product and partner closely with Sales, Implementation, Product, and Engineering to ensure our strategic customers’ needs shape what we build, sell, and deliver. - Own team-level GRR and NRR — set and track retention and expansion targets across your team's portfolio, with clear accountability for revenue outcomes, not just activity metrics. - Build scalable systems — own design and implementation of playbooks, processes, and tools that let us deliver consistent, world-class support as we rapidly grow. - Travel to client sites (up to 25%). WHAT YOU BRING - 5-8+ years in Customer Success, Account Management, or directly related in SaaS, AI-native software, or HealthTech. - 2+ years managing customer-facing teams — you've hired, coached, and developed ICs and driven strong customer retention and expansion results. - Top-tier project management abilities — you can run a team across multiple accounts, urgent priorities, and strategic initiatives with composure. - Exceptional communication skills & executive presence — you communicate with clarity, concision, and empathy, quickly earning the trust of stakeholders at every level. - Strong analytical and problem-solving skills; comfortable using data to drive decisions. - Builder’s mindset — you’ve owned the creation of new systems, processes, or customer programs from scratch. - Thrive in fast-moving, ambiguous environments, bring structure to chaos, and are willing to wear many hats as we set ourselves up for scale. - Interest in or experience driving adoption of AI-native platforms in complex organizations. - Experience working for early-stage startups or high-growth software companies. NICE TO HAVES - Experience working with health system leadership or MSOs. - Passion for healthcare innovation and improving patient experiences. - Experience supporting healthcare providers/practices or healthcare technology products. - Experience with complex EHR integrations (Epic, Athena, eCW, etc.). BENEFITS & PERKS FOR ASSORTIES - 💸 Competitive Compensation – Including salary and employee stock options so you share in our success. - 📚 Lifelong Learning – Annual budget for professional development, plus training opportunities to help you grow. - 💻 Office Setup Stipend – We’ll outfit your in-office workspace so comfy as it's productive. - 🩺 Top-Tier Health Coverage – Medical, dental, and vision insurance, because your health comes first. - 🏖 Flexible PTO – We trust you to take the time you need to recharge and come back ready to crush it. - 🥗 Meals & Snacks – Lunch, dinner, and snack breaks that fuel great ideas. - 💪 Fitness Stipend – Your wellness matters. We reimburse monthly membership costs to support your health. - 🚆 Commuter Benefits – We cover eligible transportation costs to make your trip to work easier. - 👵 401(k) – Build your retirement savings. HOW WE WORK & WHAT WE VALUE Our team at Assort Health moves fast, stays focused, and is fueled by a desire to serve our customers and patients. Our company values guide how we work—they are present in how we show up, make decisions and work together to move our mission forward. We bring a Day One Drive, relentlessly striving to improve, keep a 5-Star Focus, as our customers are our lifeblood, always Answer the Call, remembering that ownership and accountability are paramount, and show up with One Pulse, because we are one team, with one rhythm and one result. Our team is growing and we are looking for motivated, hardworking, and passionate talent. If you want to make healthcare accessible for everyone, we’d love to hear from you! Please note: the Assort Health Talent Team will only email you from an assorthealth.com http://assorthealth.com email address.