Customer Experience Manager, Connected Care

Linus Health, Inc.; Boston (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Linus Health, a Boston-based digital health company, seeks a Customer Experience Manager to own day-to-day post-implementation experience for Connected Care. You will be the primary point of contact for customer support, communications, and engagement, ensuring timely assistance and an exceptional overall experience across the customer lifecycle.

You will blend customer success, support, communications, and operations to drive adoption, satisfaction, and long-term value.

Qualifications

• 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.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to collaborate cross-functionally.

Responsibilities

• 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.

Skills

Customer success

Communication skills

Project management

Cross-functional collaboration

Zendesk experience

Tools

Zendesk

Job description

Customer Experience Manager, Connected Care

Linus Health is a Boston-based digital health company focused on transforming brain health for people across the world. By advancing how we detect and address cognitive and brain disorders – leveraging cutting-edge neuroscience, clinical expertise, and artificial intelligence – our goal is to enable a future where people can live longer, happier, and healthier lives with better brain health.

The Role:

We are seeking a Customer Experience Manager to own the day-to-day customer experience after implementation for our Connected Care Business Unit. This individual will serve as the primary point of contact for customer support, communications, and engagement, ensuring customers receive timely assistance, proactive communication, and an exceptional overall experience.

This role combines customer success, customer support, communications, and operational execution to drive adoption, satisfaction, and long-term customer value.

What You'll Do

• 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.

Customer Communications

• 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.

Customer Operations

• 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.

About You

Required

• 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.
• Ability to manage multiple priorities in a fast‑paced environment.
• Demonstrated ability to collaborate cross‑functionally

Linus Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability or any characteristic protected by law. We believe that diversity is critical to the growth of our company and understand the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodations for candidates with disabilities during the recruiting process. If you are in need of assistance due to a disability, please contact us