Customer Success Manager

Location: Remote
Reports to: VP of Customer Success
Department: Customer Success

About PatientIQ

PatientIQ is a fast-growing healthcare technology company on a mission to improve patient outcomes through smarter, data-driven care. We work with healthcare providers, life sciences organizations, and research institutions to transform clinical insights into action. As we scale, we are investing in strong operational infrastructure to enable consistent, predictable growth across the commercial organization.

Role Overview

We are seeking a proactive and detail-oriented Customer Success Manager to support the day-to-day operations of our clinical registry programs. This role is ideal for someone who thrives in a client-facing role, enjoys project coordination, and has a passion for improving healthcare through data. You’ll be responsible for managing timelines, deliverables, and communications across multiple registry accounts — ensuring seamless execution and high customer satisfaction.

What You’ll Do

• Account & Project Coordination
• Serve as the operational lead for assigned registry programs, acting as the primary contact for day-to-day questions and tasks.
• Coordinate internal meetings, timelines, and deliverables across Product, Support, Engineering, and Customer Success teams.
• Schedule and lead recurring client check-ins to review status updates, timelines, and action items.
• Maintain project trackers, follow-up logs, and shared documentation across accounts.
• Customer Communication & Execution Support
• Prepare and deliver program updates, status reports, and meeting summaries for customers.
• Help clarify customer goals and requirements, ensuring all stakeholders are aligned on scope and expectations.
• Respond to client inquiries in a timely, professional manner — escalating issues appropriately.
• Support training and onboarding efforts for new registry users as needed.
• Workflow, Documentation & Quality Assurance
• Collaborate with team members to implement and refine standard operating procedures (SOPs) for registry programs.
• Maintain up-to-date documentation in Notion and ensure internal and external materials reflect the latest workflows.
• Support data quality monitoring processes and help troubleshoot basic reporting or submission issues.
• Cross-Functional Collaboration
• Partner with Product, Implementation, and Engineering to align on feature needs or issues impacting registry delivery.
• Participate in improvement initiatives focused on increasing efficiency, enhancing client experience, or automating manual work.
• Actively contribute to cross-team knowledge-sharing and best practices.

Salary Band: $95,000 - $110,000

What You Bring

• 3–5 years of professional experience in project management, account management, or program coordination in a healthcare, SaaS, or data-driven environment.
• Familiarity with clinical registries, healthcare data workflows, or quality reporting is a strong plus.
• Excellent organizational skills with the ability to manage multiple projects and priorities simultaneously.
• Strong verbal and written communication skills.
• Experience with project management tools (e.g., Asana, Trello), CRM platforms (e.g., Salesforce), or productivity tools (e.g., Notion, Google Suite).
• Bachelor’s degree required; background in health sciences, public health, or a related field is preferred.

• Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.

• We are Mission-Driven - our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
• True Idea Meritocracy : Great ideas win out. We encourage all team members to challenge the status quo because our mission demands it.
• Flexible Time Off - we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
• World-Class Team - we’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.
• Fast-Growing - we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.