Customer Success Manager - Healthcare

Your Epic Quest as Our Customer Success Manager!

Penguin Ai's platform only proves its value after go-live - and that's where you come in. As our Customer Success Manager, you'll own the post-implementation relationship for our healthcare customers, becoming the trusted day-to-day face of Penguin Ai as they run Prior Auth, HCC Coding, and other mission-critical workflows on our platform. You'll make sure nothing drops between “build” and “live,” turn adoption data into action, and build the playbooks that let this function scale as our customer base grows.

Your Day-to-Day Superpowers: What You’ll Actually Do:

• Own the post-go-live relationship for your accounts, serving as the primary day-to-day point of contact and the face of Penguin Ai for in-life use cases
• Identify expansion opportunities within accounts and partner with the Sales Executive on renewals and growth
• Run executive and operational cadences with customers - weekly syncs, escalation reviews, QBRs, and more
• Track and report account health: adoption, ticket trends, open risks, and renewal/expansion signals
• Partner with the PMO and delivery leads to transition implementations cleanly from build into steady-state, ensuring nothing drops between go-live and long-term success
• Work hand-in-hand with delivery teams and customers on support tickets, managing HubSpot ticketing hygiene and reporting so issues are triaged, tracked, and closed with visible SLAs
• Consolidate customer feedback, recurring questions, and enhancement requests into a prioritized input stream for Product and Engineering
• Build and maintain customer-facing documentation - FAQs, release notes, and enablement material - to reduce repeat support volume
• Author and evolve the customer success playbook - onboarding, health scoring, escalation paths, QBR structure, and success metrics - and scale the practice as the customer base grows

What We're Looking For: Your Customer Success Arsenal!

• 3+ years in customer success, account management, or client services - ideally in healthcare, health-tech, or enterprise SaaS
• A track record of owning the full post-go-live customer lifecycle, from onboarding handoff through renewal and expansion
• Comfort running executive-level conversations and translating technical detail into business outcomes for healthcare stakeholders
• Sharp organizational skills - you can juggle multiple accounts, tickets, and cadences without dropping a thread
• Experience with a CRM/ticketing platform such as HubSpot to track account health and support operations
• A builder's mindset - comfortable creating playbooks, health-scoring frameworks, and documentation from scratch rather than waiting for someone to hand you a process
• Excellent written and verbal communication skills, with the poise to be the calm, trusted voice a healthcare customer wants during an escalation

Bonus Points: Your Secret Weapons!

• You’ve delivered AI or automation projects that deliver measurable undeniable impact
• You've not just survived but thrived in the beautiful chaos of a high-growth startup
• You can effortlessly translate between product-speak, clinical-speak, and exec-speak
• You have a legendary reputation for turning "red" projects gloriously green

The Culture Fit: Join Our Colony!

You'll waddle with us if:

• You like your coffee with a side of delightful chaos
• You're fuelled by complexity and obsessed with delivering amazing results
• You want to deliver something that fundamentally matters, transforms healthcare and ultimately saves lives
• You believe implementation isn’t a handoff; it’s the start of an epic, trusted partnership!

Education & Qualifications: Brainiac Basics

• A Bachelor's degree in a related field

Comp & Perks: Because Even Superheroes Need Support!

• Competitive salary: We reward greatness!
• Medical, vision, and dental coverage: Keep you healthy and smiling
• Generous vacation policy and company holidays: Recharge and conquer!
• A front-row seat in one of healthcare's most exciting AI companies – witness history in the making