Customer Success Manager

We are looking for a mid-level Customer Success Manager to join our expanding team!

Overview

The Customer Success Manager (CSM) at MDI serves as the primary point of contact for our partners (customers) from kickoff through onboarding, go-live, and support as they grow. This role ensures partners experience a smooth, guided implementation of MDI’s telehealth infrastructure while building long-term, value-driven relationships.

This position reports to the Director, Partner Success, is remote (US) and full-time, generally Monday - Friday core hours. This partner-facing role must be comfortable on video and calls with partners, and shifting early or late to support partner onboarding and success. 

Key Responsibilities

1. Lead and project manage the full onboarding journey of new partners, from kick-off to go-live, ensuring clear milestones, proactive communication, and timely execution.
2. Anticipate potential risks early, troubleshoot and escalate stalled or lagging partner progression by working closely with internal teams across CS, clinical, product and technical integrations teams. Serve as the guide and advocate for assigned partners.
3. Act as the voice of the partner internally highlighting successes and opportunities with MDI’s service, platform and workflows. Collaborate with clinical and technical teams to provide feedback, relay product enhancements, and advocate for partner success.
4. Increase partner health, engagement, and satisfaction, escalating issues as needed while continuously driving toward long-term retention and expansion. Track and report on key customer success metrics (NPS, csat, etc.) to executive and senior leadership.
5. Provide ongoing support, education, and training to partners post-launch, with a focus on a seamless experience and optimizing integrations, workflows, and product adoption.
6. Serve as a trusted advisor by providing market insights, best practices, and recommendations that align MDI’s solutions with partner growth goals.
7. Manage and maintain consistent documentation on the customer lifecycle in internal systems, such as HubSpot, Asana, and other project and task management tools.
8. Contribute to the development of key collateral, processes and defining standard expectations of work.

Success in this role looks like

• Partners achieve timely onboarding and confident go-lives with minimal friction. Communication is clear and consistent internally and externally.
• Partners feel consistently supported and guided through proactive, strategic communication through the post-sales cycle through onboarding and as they grow.
• MDI is positioned as a trusted advisor in helping partners scale their telehealth capabilities today and into the future.

Qualifications

• Experience by level:
• • Associate-level requires a minimum 1 year in Customer Onboarding, Customer Support, Customer Success or related customer-facing roles.
  • Mid-level requires a minimum 4 years in dedicated Customer Success or Account Management roles, preferably in a scale-up/fast-moving environment.
• Process- and project-oriented with a bias for action. Comfortable communicating clear deadlines, actions and risks with partners and internal leadership, driving toward aligned outcomes on behalf of the partner.
• Excellent verbal and written communication skills with the ability to build trust with business leaders, executives, clinical and technical customers and colleagues, navigate complex needs, and translate feedback to internal teams.
• Empathy for early-stage startup partners and an understanding of healthcare concepts. Able to quickly understand the challenges of building a brand from the ground up and advocate for partner needs internally.
• Proficient with CRM and general technology tools (e.g., HubSpot, Slack), and able to utilize metrics like NPS, churn, and activation to inform decision-making.
• Quick study with new concepts and terminology such as key healthcare terminology and workflows to support partners. Bonus points for experience in healthtech or telehealth, and comfortable with basic clinical terminology and concepts.

 What We Offer

• Competitive Salary:  The targeted range for Associate-level is $50,000 - $60,000 per year; the targeted range for Mid-level is $65,000 - $75,000 per year. The CSM also has regular opportunities to earn outcome-based bonuses aligned with partner productivity goals.
• Comprehensive Benefits Package:  Our benefits package includes 75% subsidized health insurance, dental insurance, vision insurance, paid time off, and a 401(k) retirement savings plan with company match.
• Professional Development Opportunities:  We are committed to investing in our employees' professional development and offer a variety of on the job training and development opportunities.
• Flexible Work Arrangements:  We are a fully remote team who collaborate both synchronously and asynchronously to achieve the best outcomes.
• Collaborative and Supportive Work Environment:  We foster a collaborative and supportive work environment where employees are encouraged to share ideas and contribute to the company's success.