Customer Success Manager

Position Summary

The Customer Success Manager (CSM) at Enhance.MD is a critical, proactive role responsible for maximizing the long-term success, satisfaction, and retention of our patients. You will serve as the primary relationship owner for a portfolio of patients, guiding them through their health journey from enrollment to maintenance. Your success will be measured by patient retention, program adherence, and positive outcome realization.

Key Responsibilities

Patient Onboarding and Adoption

• Lead the post-sale handoff, ensuring new patients seamlessly complete required steps (e.g., medical intake, lab scheduling, virtual provider visit).

Retention, Engagement, and Risk Management

• Proactively monitor patient engagement metrics (e.g. video visit attendance, cancellations, platform usage) to identify at-risk accounts.
• Intervene with personalized outreach strategies to address patient concerns, mitigate side effects, and re-engage those who are considering cancellation (churn).
• Facilitate transitions within the program, ensuring patients understand the rationale and next steps.

Relationship Management and Advocacy

• Serve as the main point of contact for complex administrative, billing, and logistical inquiries, managing expectations regarding medication delivery and pharmacy logistics.
• Act as the voice of the patient internally, synthesizing feedback on the provider experience, medication fulfillment, and platform usability for product and clinical leadership.
• Develop patient success stories and identify opportunities to turn satisfied users into brand advocates.

Process and Team Improvement

• Train and supervise customer support team to ensure continued customer satisfaction.
• Collaborate with Customer Support, Clinical, and Product teams to refine the patient journey, troubleshoot systemic issues, and automate low-touch engagement strategies.
• Contribute to the creation of educational resources (FAQs, video tutorials) to scale support and improve self-service capabilities.
• Track key performance indicators (KPIs) including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and monthly retention rates, reporting insights to leadership.

Qualifications

• Experience: 2-4+ years of experience in a Customer Success, Account Management, or similar client-facing retention role, preferably within the telehealth, healthcare, or e-commerce
• Empathy and Communication: Exceptional verbal and written communication skills with the ability to convey complex medical and logistical information with empathy and clarity.
• Proactive Mindset: Proven ability to manage a large portfolio of accounts, predict churn risk, and execute proactive engagement strategies.
• Technical Proficiency: Strong working knowledge of CRM software (e.g., Zendesk, Gorgias, Braze) and data analysis tools to track and report on patient health metrics.
• Education: Bachelor’s degree in a relevant field (Business, Healthcare Administration, Communications) is preferred.
• Adaptability: Comfort working in a fast-paced, high-growth, fully-remote environment.

What Enhance.MD Offers

• Competitive salary.
• Comprehensive medical, dental, and vision benefits.
• PTO and a flexible, fully remote work environment.
• The opportunity to be a key driver in a company that is truly transforming metabolic health and weight management.

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Application Question(s):

• Share a specific example of a time you successfully saved an account or customer that was at high risk of churning.
• Have you previously managed a fully remote or hybrid support team?
• Have you ever previously worked for a startup or rapidly growing smaller business?
• How do you address underperformance or keep your support agents motivated during seasonal high-volume periods?
• When do you personally step in to take over a customer issue versus letting your support reps handle it? Give an example of each.
• Tell me about a time a team member received consistent negative performance feedback or missed KPIs. What steps did you take?
• Which customer service metrics (KPIs) have you been directly responsible for tracking, and what were your targets?

Work Location

Remote