Original listing text, shown exactly as published by the company.
The Role
We're hiring a Manager, Customer Success Team to build and lead a team of Customer Success Managers and own retention, adoption, and expansion across their portfolio. You'll coach the team through their highest-stakes moments, and set the standard for what great looks like — including in-person presence with customers, executive relationship building, and threading Assort deeply across every level of the customer organization.
This is a player-coach role. Most of your time goes to developing the team, but you'll also carry a few strategic accounts yourself and lead from the front. This is a unique opportunity to help define what customer success looks like at a leading AI company, at a pivotal moment for our team.
What You'll Do
- Hire, train, and lead the team — recruit, onboard, and coach members of the CS team, and own their growth and performance.
- Own team-level outcomes — drive end-to-end account health across your portfolio, set capacity and book assignments, and bring operational rigor to how the team runs.
- Be a strategic advisor on agentic AI — partner with C-suite and operating leaders to transform how patients experience care, expanding their vision of what's possible with AI and delivering measurable outcomes.
- Drive executive presence and relationship depth — model and coach the team on building relationships that go beyond the day-to-day CSM contact, including leading QBRs and ensuring every account has meaningful coverage across clinical, operational, and executive stakeholders.
- Diagnose and solve with data — proactively identify, surface, and address risks and opportunities, and translate insights into recommendations that drive ROI, unlock productivity, and improve AI agent performance.
- Be the voice of the customer — develop deep fluency in Assort's product and partner closely with Sales, Implementation, Product, and Engineering to ensure our strategic customers’ needs shape what we build, sell, and deliver.
- Own team-level GRR and NRR — set and track retention and expansion targets across your team's portfolio, with clear accountability for revenue outcomes, not just activity metrics.
- Build scalable systems — own design and implementation of playbooks, processes, and tools that let us deliver consistent, world-class support as we rapidly grow.
- Travel to client sites (up to 25%).
What You Bring
- 5-8+ years in Customer Success, Account Management, or directly related in SaaS, AI-native software, or HealthTech.
- 2+ years managing customer-facing teams — you've hired, coached, and developed ICs and driven strong customer retention and expansion results.
- Top-tier project management abilities — you can run a team across multiple accounts, urgent priorities, and strategic initiatives with composure.
- Exceptional communication skills & executive presence — you communicate with clarity, concision, and empathy, quickly earning the trust of stakeholders at every level.
- Strong analytical and problem-solving skills; comfortable using data to drive decisions.
- Builder’s mindset — you’ve owned the creation of new systems, processes, or customer programs from scratch.
- Thrive in fast-moving, ambiguous environments, bring structure to chaos, and are willing to wear many hats as we set ourselves up for scale.
- Interest in or experience driving adoption of AI-native platforms in complex organizations.
- Experience working for early-stage startups or high-growth software companies.
Nice to Haves
- Experience working with health system leadership or MSOs.
- Passion for healthcare innovation and improving patient experiences.
- Experience supporting healthcare providers/practices or healthcare technology products.
- Experience with complex EHR integrations (Epic, Athena, eCW, etc.).
