Penguin Ai

Customer Success Manager

• Own the post-go-live relationship for healthcare customer accounts
• Serve as the primary day-to-day customer contact and face of Penguin Ai
• Identify expansion opportunities and partner with Sales on renewals and growth
• Run executive and operational customer cadences, including weekly syncs, escalation reviews, and QBRs
• Track and report account health, adoption, ticket trends, risks, and renewal/expansion signals
• Partner with PMO and delivery leads to transition implementations from build into steady state
• Manage support tickets, HubSpot ticketing hygiene, reporting, triage, tracking, and closure with visible SLAs
• Consolidate customer feedback and enhancement requests for Product and Engineering
• Build customer-facing FAQs, release notes, and enablement materials
• Author and evolve customer success playbooks, health-scoring frameworks, escalation paths, QBR structures, and success metrics

Customer Success Manager – Healthcare