Customer Success Manager

The role

You will own existing customer relationships to drive satisfaction and retention. You will serve as the primary point of contact for customers and help build internal processes and playbooks.

What you will do

• Own existing customer relationships to create successful partners
• Serve as the primary point of contact for customer, including questions, issues and escalations
• Proactively identify opportunities to drive customer satisfaction and retention
• Manage cross functional efforts in service of customer success
• Establish trust and credibility with healthcare stakeholders, including clinicians, IT teams, and operations leaders
• Help build internal processes and playbooks as we scale the function

Required qualifications

• 3-5 years of healthcare-focused experience in Customer Success, Program Management, or a client-facing implementations/support role
• Excellent communication and relationship-building skills
• Comfortable working in a fast-paced, evolving startup environment
• Strong project management instincts; ability to drive despite ambiguity
• Curious, proactive, and energized by solving complex problems

Nice to have

• Exposure to clinical or related workflows (RCM, CDI)
• Familiarity with tools like Smartsheets, Notion, Slack or project management platforms
• Experience implementing in EMRs

About the company

Layer Health was founded in 2023 by leading machine learning researchers from MIT and Harvard Medical School. The company is building an AI layer to synthesize information from medical records.