Enterprise Customer Success Manager
New
O
OpenCallHealthcare technology
Remote | Philippines, US hours; prior experience working with US companies during US business hours is preferred.ContractManager
Salary not disclosed
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Job Details
- Experience
- 6+ years of experience as a CSM in a B2B SaaS or Health Tech company
- Required Skills
- Data AnalysisHubSpot
Requirements
- Have 6+ years of experience as a Customer Success Manager in a B2B SaaS or Health Tech company.
- Have a proven track record managing high-value, multi-location accounts.
- Have experience managing enterprise accounts and complex onboardings.
- Be comfortable analyzing large datasets across multiple locations to support strategic recommendations.
- Be able to organize and manage large, multi-phase projects.
- Be able to communicate technical AI concepts to non-technical stakeholders and translate operational needs into clear engineering requirements.
- Be comfortable presenting ROI data to C-suite executives.
- Preferred: Direct experience in healthcare operations or specialized experience with contact center and telephony technology (CCaaS).
- Preferred: Experience managing Dental Support Organizations (DSOs) or Dental Partnership Organizations (DPOs).
- Preferred: Familiarity with HubSpot or a similar CRM.
- Preferred: Familiarity with enterprise medical/dental scheduling software and workflows.
- Preferred: Experience working with engineers, product managers, or AI developers to iterate on a technical product.
- Preferred: Experience working with US companies during US business hours.
Responsibilities
- Manage onboarding, adoption, and retention for large medical and dental group partners as their primary strategic advisor and point of contact.
- Work with corporate practice administrators and local office managers to understand operational rules, edge cases, and multi-system EHR/PMS integrations.
- Coordinate deployment configurations so AI agents reflect enterprise workflows and local practice requirements.
- Review call data and metrics across locations, identify underperforming flows, measure booking-rate drop-offs, and coordinate fixes with engineering.
- Demonstrate customer ROI and support rollout of the AI to additional locations.
- Lead monthly and quarterly Executive Business Reviews using data on calls handled, hours saved, and appointments booked.
- Represent enterprise customer feedback to product and engineering teams, prioritize feature requests, and flag deployment friction.
- Review failed call recordings and propose solutions when customers are struggling.
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