Customer Success Manager

Forus; New York (NY); On-site; USD 150,000 - 200,000; Full time

Benefits offered by this job

Medical insurance

Vision & Dental

Equity

401K

Parental leave

Lunch at office

Dinner after 6:30 pm

Job summary

Forus, based in New York, seeks a Customer Success Manager to own the provider journey end-to-end. You’ll drive onboarding, adoption, and growth for a portfolio of provider organizations, collaborating with physicians and health systems to embed Forus into daily operations.

You’ll translate insights into stronger playbooks, contribute to product direction, and help build scalable systems for thousands of practices while thriving in a high-autonomy, high-throughput environment.

Qualifications

• 2–10 years in customer success or related roles with onboarding and retention experience.
• Consultative approach to relationships; can guide stakeholders to outcomes.
• Strong operational and analytical judgment; data-driven problem solving.
• Excellent written and verbal communication; builds trust with providers.
• Track record of moving quickly and delivering on goals; strong teamwork.

Responsibilities

• Own onboarding, adoption, expansion, retention, and escalation for a portfolio.
• Drive provider onboarding and workflow transformation with stakeholders.
• Translate learnings into product direction, playbooks, and workflows.
• Help build scalable systems to support thousands of practices.

Skills

Customer success

Onboarding

Account management

Analytics

Stakeholder management

Communication

Fast execution

Job description

About Us

Forus is building an AI-powered network that connects doctors, pharmacies, payers, and biopharma to accelerate new science to patients. Our platform automates the complexity between a doctor prescribing a medicine and a patient starting treatment, including insurance coverage, financial assistance, and supply chain navigation. We provide this support free to doctors and patients, helping them get life-changing medicine faster, cheaper, and easier. The resulting network enables biopharma companies to design better research, launch new drugs more effectively, and invest in harder-to-treat conditions.

About Us

Forus is building an AI-powered network that connects doctors, pharmacies, payers, and biopharma to accelerate new science to patients. Our platform automates the complexity between a doctor prescribing a medicine and a patient starting treatment, including insurance coverage, financial assistance, and supply chain navigation. We provide this support free to doctors and patients, helping them get life-changing medicine faster, cheaper, and easier. The resulting network enables biopharma companies to design better research, launch new drugs more effectively, and invest in harder-to-treat conditions.

Forus has exceptional product-market fit and is growing rapidly through organic adoption

• Accelerating scale: We already support patients across more than 80% of ZIP codes and partner with 5 of the 10 largest biopharma companies in the world.
• AI-native, durable model: Our business becomes stronger as AI improves, as every new doctor, patient, and partner makes the network more valuable.
• Backing to build for the long term: We raised $160M+ from leading investors to build an exceptional team and unlock the full scale of the opportunity.

Our number one priority is scaling to market demand. We are looking for individuals who are high horsepower, high throughput, and hyper resourceful to help us increase capacity and grow. We move fast and need to move faster.

If we succeed, science will be the only limit to medicine.

All full-time roles are in person in New York.

About The Role

The Provider Success team at Forus is responsible for what happens once a medical practice or health system starts using our platform: driving adoption, expanding usage, building lasting partnerships, and turning users into advocates. Our goal is to help provider organizations embed Forus into their daily operations and continuously expand the impact they receive from the platform.

As a Customer Success Manager, you will own that journey end-to-end for a portfolio of provider organizations. You will work directly with providers to drive onboarding, workflow transformation, stakeholder alignment, adoption, and growth while translating what you learn into new product direction, stronger playbooks, and better workflows. You will also help build the systems that allow Provider Success to scale across thousands of practices and health systems.

This is a demanding role, with a high level of autonomy and responsibility. You will be expected to "act like an owner" and commit yourself to Forus's success. If you are low-ego, hungry to learn, and excited about intense, impactful work that drives company growth and accelerated career progression, we want to hear from you.

We’re looking for you if you have:

• 2–10 years of experience in customer success, implementation, account management, client service, post-sales operations, or another customer-facing role, with a track record of owning customers through onboarding, adoption, expansion, retention, and escalation
• A consultative approach to customer relationships: you can understand how an organization works, identify what matters, and guide stakeholders toward measurable outcomes
• Strong operational and analytical judgment: you can manage a portfolio rigorously, use data to diagnose friction, and distinguish isolated requests from patterns that require action
• Strong written and verbal communication that allows you to build trust with providers, align internal teams, and drive follow-through
• Track record of moving quickly, finding shortcuts, and going to unreasonable lengths to deliver on goals
• High NPS with your former teammates

This is a list of ideal qualifications for this position. If you don't meet every single one of them, you should still consider applying! We’re excited to work with people from underrepresented backgrounds, and we encourage people from all backgrounds to apply.

Working with us

Forus is based in New York, with our full team working out of a beautiful and spacious office in SoHo.

We run as a high-trust environment with high autonomy, which requires that everyone is fully competent and operates in line with our principles.

• Do the math. Be rigorous, assume nothing. Break problems down and reason from the ground up. Stay open to changing your mind.
• Resourceful optimism. Assume problems are solvable. Be audacious. Resist false constraints and push beyond the obvious before deciding.
• Spit it out. Speak directly, invite critique, avoid equivocation. We want right answers, not comfortable ones. All killer, no filler.
• Raise the bar. Hold a high standard for your pace and execution, and elevate the performance of the team around you. Mamba mentality.
• Fight for users. Start with users’ realities, not ours. Resist optimizing for internal convenience over user outcomes.

We provide competitive compensation with meaningful equity (for full-time employees). Everyone who joins will be a major contributor to our success, and we reflect this through ownership and pay.

We also provide rich benefits to ensure you can focus on creating impact (for full-time employees):

• Fully covered medical, vision, and dental insurance.
• Memberships for One Medical, Talkspace, Teladoc, and Kindbody.
• Unlimited paid time off (PTO) and 16 weeks of parental leave.
• 401K plan setup, FSA option, commuter benefits, and DashPass.
• Lunch at the office every day and Dinner at the office after 6:30 pm.

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Forus (for full-time employees). Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity.

Forus is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

Compensation Range: $150K - $200K