Customer Support Manager

Dialog Health Inc.; Nashville (TN); Sur place; USD 85 000 - 120 000; Plein temps

Résumé du poste

Dialog Health Inc. in Nashville is seeking a Customer Success Manager to be the trusted advisor for a portfolio of strategic healthcare clients within SpinSci and Dialog Health.

Reporting to the Director of Customer Success, the role blends strategic guidance with hands-on execution—from retention and growth to executive communications and health reporting. You will partner with Sales, Product, Implementation and Support to translate feedback into action and scale reusable playbooks.

Qualifications

• 3+ years in Customer Success, Account Management, or Consulting in a B2B SaaS or healthcare tech environment.
• Proven success managing enterprise or strategic accounts with retention and growth outcomes.
• Outstanding communication and interpersonal skills across all levels of an organization.
• Comfortable with data and metrics to analyze account health, usage and business outcomes.
• A builder's mindset: organized, self-driven, and capable in a fast-paced startup environment.
• Self-motivated troubleshooter who resolves issues with a positive attitude.
• Strong team culture mentality and collaboration skills.
• Dream big with integrity and humility, and deliver results.

Responsabilités

• Serve as the primary point of contact for assigned accounts, building long-term relationships based on trust, value, and results.
• Drive retention and customer loyalty through high engagement, adoption, and satisfaction across the platform.
• Identify expansion and upsell opportunities in collaboration with Sales and Product teams.
• Maintain regular communication with customers, including QBRs and executive check-ins.
• Develop and publish Customer Health Report Cards highlighting KPIs, risks, and wins for ELT visibility.
• Coordinate with founders and product leadership to translate feedback into roadmaps.
• Partner with Implementation and Support to ensure smooth transitions and continuous improvement.
• Create reusable success playbooks and processes as the company scales.

Connaissances

Customer Success

Account Management

Enterprise Accounts

Communication Skills

Data-Driven

Builder Mindset

Problem Solving

Team Collaboration

Integrity & Humility

Description du poste

SpinSci builds AI-powered patient access and automation solutions that help health systems connect patients, streamline workflows across Epic and communication platforms, and drive better outcomes. We move fast and we’ve built a strong foundation. Now we need someone who can sharpen our playbook, bring fresh ideas, and help shape how this function scales.

Dialog Health (a division of SpinSci) is a HIPAA-compliant patient and staff engagement platform built specifically for healthcare. Its enterprise-grade conversational messaging platform, including two-way texting and RCS, helps healthcare organizations automate and personalize communications across the continuum of care—from referrals, orders, and appointment readiness to recall campaigns, billing follow-up, surveys, and staff engagement. Trusted by many of the nation's largest health systems, including Fortune 500 healthcare organizations, Dialog Health has spent more than a decade helping providers improve patient access, reduce no-shows, ease staff workload, and protect revenue through better communication.

As our Customer Success Manager, you'll be the trusted advisor for a portfolio of strategic healthcare clients — for SpinSci and Dialog Health.

Reporting to the Director of Customer Success, this role is both strategic and hands‑on, with high visibility across the organization, including regular reporting to the executive leadership team.

We're looking for a trailblazer: someone who's energized by ambiguity, comfortable owning outcomes without a roadmap handed to them, and driven to build something from scratch in a category (healthcare automation) that's still being defined.

Key Responsibilities

• Serve as the primary point of contact for assigned customer accounts, building long-term relationships based on trust, value, and results.
• Drive retention and customer loyalty by ensuring high engagement, adoption, and satisfaction across our platform.
• Identify and cultivate expansion and upsell opportunities in close collaboration with Sales and Product teams.
• Own and maintain a regular cadence of communication with customers, including QBRs, executive check‑ins, and ad hoc strategic sessions.
• Develop and publish Customer Health Report Cards for each account, highlighting KPIs, risks, and wins for ELT visibility.
• Triage issues, coordinate internal resources, and serve as an advocate for the customer's voice throughout the organization — often working directly with our founders and product leadership to resolve it.
• Collaborate with Product to translate customer feedback into actionable insights and roadmap influence.
• Partner with Implementation and Support to ensure smooth transitions and continuous improvement in service delivery.
• Build reusable success playbooks and processes from scratch as we scale — you won't be handed a template, you'll create one others follow.

Qualifications

• 3+ years in Customer Success, Account Management, or Consulting — ideally in a B2B SaaS or healthcare tech environment.
• Proven success managing enterprise or strategic accounts, with strong retention and growth outcomes.
• Outstanding communication and interpersonal skills, with a knack for relationship‑building across all levels of an organization, from IT admins to health system executives.
• Comfortable with data and metrics — able to analyze account health, product usage, and business outcomes to inform action.
• A builder's mindset: highly organized, self‑driven, and resourceful, energized rather than overwhelmed by a fast‑paced, evolving startup environment with few guardrails.
• Self‑motivated trouble‑shooter who fixes customer issues with a smile.
• Strong team culture mentality.
• You dream big, know how to have fun, and get things done with respect, humility and integrity.

Current Opening - Based in Nashville (Cool Springs), Tennessee