Healthcare Customer Success Manager — Adoption & Retention

Layer Health; Boston (MA); Hybrid; PHP 8,631,319 - 9,864,364; Full time

Job summary

Layer Health in Boston is looking for a Customer Success Manager to enhance customer experience and partnerships. This position involves owning relationships with key healthcare clients and ensuring their long-term satisfaction.

The ideal candidate will have 3-5 years of relevant experience, possess excellent relationship-building skills, and thrive in a dynamic startup environment. The role requires both in-person and remote interaction, allowing for a unique flexible work arrangement.

The expected compensation range for this position is $140,000-160,000 based on experience.

Qualifications

• 3-5 years of healthcare-focused experience in Customer Success, Program Management, or a client-facing implementations/support role.
• Comfortable working in a fast-paced, evolving startup environment.
• Experience implementing in EMRs is a plus.

Responsibilities

• Own existing customer relationships to create successful partners.
• Serve as the primary point of contact for customer inquiries.
• Manage cross functional efforts in service of customer success.

Skills

Excellent communication and relationship-building skills

Strong project management instincts

Curious and proactive

Tools

Smartsheets

Notion

Slack

Job description

About us

Layer Health was founded in 2023 by leading machine learning researchers from MIT and Harvard Medical School. We are building an AI layer that can accurately and scalably synthesize information from medical records, with the mission to reduce friction everywhere in healthcare. Our LLM-powered platform is solving chart review once and for all, across use cases. For health systems, our first product dramatically accelerates clinical registry abstraction in areas ranging from surgery and cardiology, to oncology. Our long term vision is for our AI layer to safely transform patient care and minimize unnecessary heartbreak. Layer Health’s diverse founding team brings expertise across machine learning, UI/UX, large language models, and medicine.

Layer Health is adding a Customer Success Manager to our current team of two. Reporting into the Head of Customer Success, you will be pivotal in driving our customer experience and maintaining their long-term partnership with Layer Health, focused on relationship management, and adoption/renewals. You'll own key existing hospital and healthcare customers, working with internal and external teams to relay product feedback, build metrics and report out on success and ultimately inform the framework of our Customer Success strategy. This is a unique opportunity to join an early stage startup that's reached a major growth inflection point.

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Job Description

What you'll do:

• Own existing customer relationships to create successful partners
• Serve as the primary point of contact for customer, including questions, issues and escalations
• Proactively identify opportunities to drive customer satisfaction and retention
• Manage cross functional efforts in service of customer success, including
• Establish trust and credibility with healthcare stakeholders, including clinicians, IT teams, and operations leaders
• Help build internal processes and playbooks as we scale the function

What you'll need:

• 3-5 years of healthcare-focused experience in Customer Success, Program Management, or a client-facing implementations/support role
• Excellent communication and relationship-building skills
• Comfortable working in a fast-paced, evolving startup environment
• Strong project management instincts; ability to drive despite ambiguity
• Curious, proactive, and energized by solving complex problems
• You’re looking forward to working with our in-person teams in Boston or New York City (this role is hybrid three days per week in either location).

What we'd love to see:

• Exposure to clinical or related workflows (RCM, CDI)
• Familiarity with tools like Smartsheets, Notion, Slack or project management platforms
• Experience implementing in EMRs

Expected compensation range for this role is $120,000-160,000. Compensation is dependent on experience, overall fit to our role, and candidate location. Expected compensation ranges for this role may change over time. If your compensation requirement is greater than our posted salary ranges, please still consider applying to our role. We will make a determination as to whether an exception can be made.

If you are excited about this role, we encourage you to apply even if you don't feel that you meet every single requirement. We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways. We welcome diverse perspectives, rigorous thinking, and fearlessness in challenging the status quo.

Layer Health is committed to fostering an environment of inclusion that is free from discrimination. We are an Equal Opportunity Employer where employment is decided on the basis of qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by law.

Join us and help us transform healthcare with AI.