Customer Success Manager

NYC or Remote · Full-Time · Early Team

About

There are never enough staff in a medical practice, physician or non-clinical, to handle all the work to be done - from reviewing patients' test results, to calling patients to discuss them, to answering patient calls about scheduling and clinical questions, to calling patients to check if they're taking meds rights. Simbie is the clinically intelligent AI voice agent that automates and expands all of this work, saving practices time and money while adding patient touchpoints that save lives, but that practices can't afford human staff for. We're the first platform executing AI workflows requiring real clinical judgment, directly in the EHR.

We're YC-backed, distribution is proven, and we're signing customers faster than we can currently bring them live. That's the problem we need you to solve.

The Role

You own the maintenance and expansion relationship for our live client base - the clinics already running on Simbie day-to-day. You're the escalation point when things get hard, and the person who decides how a client relationship grows.

Where your ownership starts and stops: you pick up each client at handoff from our Onboarding team (post go-live) and own the relationship for as long as they're a customer - renewal, expansion, and everything in between.

What You'll Do

• Own the health of your client portfolio: retention (GRR) and expansion (NRR) are your numbers
• Be the in-depth escalation point for relationship issues - you decide severity, decide when to proactively communicate incidents, and see escalations through to close
• Run client meetings, build reporting, and construct expansion proposals substantiated by data
• Exercise judgment under pressure: if an internal commitment collides with an urgent client escalation, you adjust in real time based on what's best for the business
• Spot repeatable manual work and help design the automation for it - you're not just managing a queue, you're eliminating parts of it

What We're Looking For

Required

• 4-7 years of client-facing ownership where you actually held the numbers - a book of accounts, accountability for GRR/NRR, upsells you drove yourself (ideally selling into clinics or health systems) - or several years leading practice-management operations: managing physician relationships, vendor escalations, and operational fires as a practice administrator or regional practice-management leader
• Highly communicative - clear, fast, warm with clinic staff from front desk to physicians
• Owner mindset: you treat every dropped ball as yours to fix, not someone else's to notice
• Calm, skilled de-escalator under pressure
• Healthcare-operations fluency strongly preferred - you "speak front desk"
• Comfortable in ambiguity and fast-changing process (early-stage environment)

What We Offer

• Competitive salary + early-team equity
• Real operational ownership
• Agents you help manage touch thousands of patients, improve patient care and outcomes, and shape how medicine is practiced today
• Small, high-trust team; opportunities for growth

We've done the hardest thing in healthcare: proven distribution. You'll be the person who makes the product real for every customer we bring on - and who helps us build the deployment processes that scale with the company.