Original listing text, shown exactly as published by the company.
The Role
We're hiring a Senior Customer Success Manager to own complex customer relationships across provider groups, MSOs, and health systems where our platform helps support meaningful patient populations. You'll partner with executive and operating leaders, manage accounts from launch through renewal and expansion, and serve as a trusted voice for your customers inside Assort.
The Senior CSM role is for someone who has years of experience independently managing customer relationships and is ready to apply it to high-stakes accounts at a frontier AI company. You'll operate with autonomy, navigate challenging conversations autonomously, and help raise the bar for how Assort shows up for every customer.
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 complex accounts through the entire customer journey — serve as the primary relationship holder for provider groups, MSOs, and health systems, managing both executive relationships and operational details from launch through renewal and expansion.
- 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.
- 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
- 5+ years of experience in customer-facing roles (Customer Success, Account Management, or directly related), preferably in SaaS, AI-native software, or HealthTech.
- Experience owning enterprise-level accounts — you've independently owned large, complex customers with significant ACV and successfully navigated multi-stakeholder environments.
- 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 executives.
- 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 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.)
