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Customer Success Manager – Healthcare
Penguin Ai. Own the post-go-live relationship for healthcare customer accounts .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing post-go-live customer relationships in the healthcare sector, focusing on account health, expansion opportunities, and effective communication with stakeholders. Proficient in creating customer success documentation and frameworks to enhance customer engagement and satisfaction.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementHealthcare Industry ExperienceHubSpot CRM ProficiencyExcellent Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Post-Go-Live Customer Lifecycle ManagementOnboarding HandoffHealth-Scoring FrameworksCustomer Success PlaybooksTicket ManagementReporting and TrackingEscalation Path DevelopmentQBR Structure Creation
Soft Skills
Organizational SkillsExecutive-Level CommunicationCollaboration
Tools & Technologies
HubSpot
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
HealthcareHealth-TechEnterprise SaaSCustomer FeedbackCustomer Engagement
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 3+ years in customer success, account management, or client services, ideally in healthcare, health-tech, or enterprise SaaS
- Track record of owning the full post-go-live customer lifecycle, from onboarding handoff through renewal and expansion
- Comfort running executive-level conversations and translating technical detail into business outcomes for healthcare stakeholders
- Sharp organizational skills to manage multiple accounts, tickets, and cadences
- Experience with a CRM/ticketing platform such as HubSpot
- Comfortable creating playbooks, health-scoring frameworks, and documentation from scratch
- Excellent written and verbal communication skills
- Bachelor's degree in a related field
Benefits
Comp & perks- Competitive salary
- Medical, vision, and dental coverage
- Generous vacation policy and company holidays
- A front-row seat in one of healthcare's most exciting AI companies