ABOUT THE TECHNICAL CUSTOMER SUCCESS MANAGER ROLE AT GENHEALTH

GenHealth.ai is building AI agents that automate administrative work across healthcare. Our customers depend on us to deliver complex software implementations, rapidly resolve issues, and continuously improve their operations after go-live.

Reporting to the Head of Customer Success, you'll own a portfolio of customer relationships from implementation through long-term success. You'll be the bridge between customers, Sales, Product, and Engineering, turning customer feedback into execution, keeping projects on track, and ensuring customers get maximum value from the platform.

This is not a traditional customer support role. We're looking for someone who is comfortable working alongside engineers, managing technical software implementations, and using AI to automate and scale their own work.

Responsibilities

Customer Success & Account Management

• Own a portfolio of customer relationships from onboarding through long-term success
• Lead recurring customer meetings, document action items, and drive follow-through
• Conduct regular business reviews and proactively monitor customer health
• Manage customer escalations with clear, timely communication
• Identify opportunities for account expansion and adoption of new products

Implementation & Delivery

• Own customer implementations from kickoff through production
• Track implementation timelines, contractual commitments, and customer deliverables
• Partner with customers to establish priorities, manage expectations, and drive successful launches
• Ensure projects stay organized and stakeholders remain aligned throughout delivery

Product & Engineering Coordination

• Translate customer feedback, bugs, and feature requests into clear, actionable engineering tickets
• Work closely with Engineering to clarify requirements, prioritize work, and remove blockers
• Keep customers informed with comprehensive project updates and transparent communication
• Surface recurring customer themes to Product and Engineering to improve the platform

Operations & Process Improvement

• Build scalable workflows using AI and automation to manage customer communication, project tracking, documentation, and follow-up
• Maintain clear internal documentation so customer priorities and implementation status are visible across the company
• Continuously improve customer success processes as the company scales

What Success Looks Like (First 90 Days)

• Customers consistently know the status of their projects and feel confident they're being taken care of
• Customer requests are translated into well-defined engineering work with clear ownership
• Implementations stay on schedule and contractual commitments are met
• Sales, Engineering, and Customer Success remain aligned on customer priorities
• AI and automation meaningfully reduce manual coordination and administrative work

Requirements

• 3–5 years of experience in Customer Success, Technical Account Management, Solutions Engineering, Implementation, Technical Project Management, or a similar customer-facing software delivery role
• Previous experience delivering or implementing software products. Experience working with engineering teams is required.
• Strong project management and stakeholder management skills with exceptional follow-through
• Excellent written and verbal communication skills
• Ability to manage multiple customers, projects, and competing priorities simultaneously
• Comfortable working independently in a fast-moving startup environment
• Comfortable using AI every day. You should actively leverage LLMs, AI agents, and workflow automation to eliminate repetitive work, improve communication, and scale your own productivity.

Nice to Have

• Experience at a B2B SaaS startup
• Experience working with enterprise or mid-market customers
• Familiarity with Jira, Linear, HubSpot, Notion, Slack, or similar collaboration tools
• Experience building AI-powered workflows or internal automations
• Healthcare technology or healthcare operations experience

Compensation & Benefits

• Salary Range: $75,000–$120,000
• Equity: Stock options
• Benefits:
  • Health, dental, and vision insurance
  • Unlimited vacation policy
  • Remote-first work environment
  • Direct collaboration with the leadership team
  • Ownership of customer success at a fast-growing AI company

At GenHealth, we believe in building a diverse and inclusive team. We're passionate about transforming healthcare through AI and making a meaningful impact on patient outcomes worldwide.

Ready to join us? Apply now!