Customer Success People Manager

Adoreal; Illinois; On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Equity participation

Career growth opportunities

Diverse and inclusive workplace

Job summary

A fast-growing SaaS company in Illinois is seeking a Customer Success Manager to lead support for U.S. customers. Responsibilities include managing a team, refining support processes, and collaborating with cross-functional teams. Ideal candidates will have significant experience in customer service management, particularly in the healthtech or SaaS sectors. This role offers equity and a dynamic work environment focused on performance and growth.

Qualifications

• 5-7 years in customer success or technical support, preferably in SaaS or healthtech.
• Experience managing a team focused on hiring and performance management.
• Familiarity with troubleshooting and escalation processes.

Responsibilities

• Serve as first line of support for U.S. customers.
• Manage and mentor direct reports for the support function.
• Collaborate cross-functionally with product, marketing, and sales.

Skills

Customer service team management

Native level English communication

Detail-oriented

Tech-savvy

Problem-solving mindset

Tools

Support ticketing systems

Job description

Base pay range

$50,000.00/yr - $70,000.00/yr

Overview

We are a fast-growing vertical SaaS company that leverages innovation and disruptive technologies to improve consumer experiences, outcomes, and predictability in elective medicine. Our team thrives on challenges, embraces change, and is dedicated to transforming our industry.

Adoreal is scaling rapidly, and this role is designed to support growth. As we automate more of our content production, scheduling, and reporting processes, we are looking for a strategic operator who can take on high-impact work that supports both our social media and broader growth marketing efforts.

Responsibilities

• Serve as the first line of support for U.S. customers, ensuring fast, clear, and empathetic resolution of issues
• Manage and mentor at least two direct reports while helping to build the broader support function
• Design and refine internal support processes, ticketing workflows, and escalation paths
• Select and implement systems such as helpdesk tools, automation, and self-service options to improve efficiency and customer satisfaction
• Collect customer feedback and distill insights to inform product, engineering, and operational improvements
• Collaborate cross-functionally with product, marketing, and sales to ensure a seamless customer journey

Qualifications

• You have managed a customer service or success team, ideally in a SaaS or digital health setting
• You are a confident communicator with native level English fluency, culturally attuned to U.S. customer expectations
• You are comfortable working independently, wearing many hats, and building from scratch
• You are detail oriented, tech savvy, and comfortable navigating technical issues with product or engineering teams
• You are passionate about improving systems and reducing operational friction, whether through better tools or better processes
• 5-7 years of experience in customer success, client services, or technical support—preferably within healthtech, digital health, or B2B SaaS
• Strong familiarity with support ticketing systems including triaging, prioritizing, and resolving technical issues
• Competence in basic troubleshooting and escalation processes, working cross-functionally with product and engineering teams
• 3-5 years of experience managing a team of employees focused on hiring, interviewing, training and performance management
• Experience creating or maintaining help center content, training documentation, or self-service resources
• Excellent organizational skills and a mindset oriented toward efficiency, scalability, and proactive problem-solving
• Willingness to work flexible hours as needed to support direct reports across global time zones, with occasional after-hours or weekend responsibilities

Benefits

Why Adoreal?

Joining Adoreal means becoming part of a high-performing, ambitious team that works hard, achieves extraordinary results, and enjoys the rewards that follow. Every employee receives equity, aligning us all in our shared success. Promotions and growth opportunities are limitless, driven only by your performance and dedication to our core principles:

• We do what is best for the company, not what is best for individuals of the company—we take pride in our work, but not in pride itself—the success of Adoreal is more important than our egos.
• We always share relevant information and admit our mistakes freely and openly (even when it is worrisome or uncomfortable to do so). Candid communication and a solution-oriented mindset is rewarded.
• We innovate by finding the right problems, then solving them. We thrive on change that minimizes complexity and improves situations for our stakeholders.
• We incentivize efficient results & people over process and focus only on the work that creates the most value for our stakeholders.
• We are quietly confident and openly humble, being tenacious in our quest to perform and inspire others with our thirst for excellence.
• We do not bow up and knock down—we care about our teammates and treat all of them with respect, regardless of their level within the company.
• We are steadfast in our pursuit to better our company, our colleagues, and ourselves. When we hire, we only hire people who bleed our principles and who will hopefully be our replacement one day.

At this time, Adoreal is not offering visa sponsorship for this position. Candidates must have current and valid authorization to work in the country where they are applying. We comply with all applicable employment and immigration laws, including U.S. regulations, and encourage applicants to verify their work authorization status before applying.

Adoreal is an equal opportunity employer committed to fostering a diverse, inclusive, and fair workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable U.S. law (EEOC) or local employment regulations where we operate. We encourage applications from candidates of all backgrounds.

Accommodations for disabilities are available upon request throughout the recruitment process.

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