Customer Success Manager at MD Integrations

, , United States -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

0.0

Posted On

03 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Communication, Relationship Building, Process-Oriented, Empathy, Tech-Savvy, Data-Driven, Consultation, Training, Support, Collaboration, Risk Management, Strategic Insights, Product Adoption, Workflow Optimization

Industry

Hospitals and Health Care

Description

Overview The Customer Success Manager (CSM) at MDI serves as the primary point of contact for our partners from kickoff through onboarding, go-live, and beyond. This role ensures partners experience a smooth, guided implementation of MDI’s telehealth infrastructure while building long-term, value-driven relationships. Key Responsibilities Lead partners through the full onboarding journey, from initial kickoff to go-live, ensuring clear milestones, proactive communication, and timely execution. Provide ongoing consultation, training, and support to partners post-launch, with a focus on optimizing integrations, workflows, and product adoption. Deliver proactive, prioritized attention to customer progression, identifying potential risks early and ensuring successful advancement through key stages of onboarding. Serve as a trusted advisor by providing strategic insights, best practices, and recommendations that align MDI’s solutions with partner growth goals. Collaborate closely with internal teams (executives, technical integrations, clinical services, product, and support) to coordinate a seamless partner experience. Track customer health, engagement, and satisfaction, escalating issues as needed while continuously driving toward long-term retention and expansion. Contribute to the development of key collateral, processes and defining standard expectations of work. Success in this role looks like Partners achieve timely onboarding and confident go-lives with minimized friction. Customers feel consistently supported and guided through proactive, strategic communication. MDI is positioned as a trusted advisor in helping partners scale their telehealth capabilities. Qualifications Minimum 4 years in Customer Success, Account Management, or related role - Preferably in a startup environment, a bonus if experience has been in health tech, digital health, or healthcare SaaS platforms. Strong communicator and relationship builder: Excellent verbal and written communication skills with the ability to build trust with business leaders, executives, clinical and technical customers and colleagues, navigate complex needs, and translate feedback to internal teams. Process-oriented with a bias for action: Comfortable creating playbooks, onboarding flows, and support processes from scratch. You’re not just executing — you’re helping build the function. Empathy for early stage startup partners and an understanding of healthcare concepts: Able to quickly understand the challenges of building a brand from the ground up and can advocate for partner needs internally. Tech-savvy and data-driven: Familiar with CRM and general technology tools (e.g., HubSpot, Slack), and able to track metrics like NPS, churn, and activation to inform decision-making. What We Offer Competitive Salary: We offer a competitive salary commensurate with experience and qualifications. Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance with generous subsidy, company-covered life and disability insurance, and 401(k) with match for full-time, US-based employees. Professional Development Opportunities: We are committed to investing in our employees' professional development and offer a variety of on the job training and growth opportunities. Flexible Work Arrangements: We are a fully remote team who collaborate both synchronously and asynchronously to achieve the best outcomes. Collaborative and Supportive Work Environment: We foster a collaborative and supportive work environment where employees are encouraged to share ideas and contribute to the company's success.

Responsibilities

The Customer Success Manager leads partners through the onboarding journey, ensuring clear milestones and proactive communication. They provide ongoing consultation and support post-launch, focusing on optimizing integrations and workflows.