Original listing text, shown exactly as published by the company.
The Role
We're hiring a Principal Customer Success Manager to own Assort's largest, most strategic customer relationships — a portfolio of leading health systems and healthcare organizations where our platform helps support large populations of patients. You'll partner directly with C-suite executives and operating leaders, lead enterprise accounts from launch through renewal and expansion, and serve as the definitive voice of these critical customers inside Assort.
The Principal CSM role is for someone who's been an expert customer success or account manager for years and is ready to apply that craft to the most consequential accounts at a frontier AI company. You'll operate with autonomy, navigate the highest-stakes customer conversations independently, and help raise the bar for how Assort shows up for enterprise healthcare. And you'll mentor other CSMs to help up-level our team.
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
- Own Assort's most strategic accounts through the entire customer journey — serve as the primary relationship holder for our largest, most complex healthcare customers, spearheading both executive strategy and operational execution from launch through renewal and expansion.
- Be a strategic advisor on agentic AI — partner with C-suite and operating leaders to expand what's possible with AI, drive measurable outcomes, and transform how their patients experience care.
- 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 enterprise customers’ needs shape what we build, sell, and deliver.
- 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
- 6-10+ years of experience in customer-facing roles (Customer Success, Account Management, or directly related) in healthcare tech, services, or software.
- 5+ years of experience owning enterprise-level accounts — you've independently owned large, complex customers with significant ACV and successfully navigated multi-stakeholder environments.
- Direct experience working with health systems and senior healthcare executives.
- Deep customer success craft — strong instincts for account health and risk, and a clear sense of what it takes to move the needle inside complex organizations.
- Top-tier project management abilities — you can manage multiple customer accounts, urgent priorities, and strategic initiatives effectively and with composure.
- Exceptional communication skills & executive presence — you communicate with clarity, concision, and empathy, quickly earning the trust of C-suite leaders.
- 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 SaaS 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 working with healthcare technology products.
- Experience working with or managing complex integrations of EHRs (Epic, Athena, eCW, etc.)
