About the role
Customer Success Manager Where Medicine Meets Intelligence Doctronic is the first AI legally authorized to practice medicine. We're processing millions of consultations monthly with 99%+ treatment plan accuracy validated by board-certified clinicians. About the Role We're looking for a Customer Success Manager to own customer satisfaction across Doctronic. You'll ensure patients, partners, and enterprise clients are getting value—and that we're hearing them when they're not. This role is unique because you'll operate across both B2C and B2B segments. You'll track patient satisfaction alongside enterprise partner health, building feedback loops that make the product better for everyone. Your voice will represent customers in every important product and clinical decision. What You'll Do Monitor and improve satisfaction metrics across B2C (patients) and B2B (enterprise partners) Build strong feedback loops between customers and product, engineering, and clinical teams Identify friction points in the customer journey and drive cross-functional initiatives to fix them Develop and track service quality standards that scale as we grow Manage escalations that require cross-functional resolution, ensuring rapid and thoughtful responses Report on customer health trends to leadership, translating data into actionable insights Conduct customer interviews and surveys to understand evolving needs and expectations Partner with enterprise account teams to ensure health systems and payers are realizing value Advocate for customer needs in product planning and prioritization discussions Create resources and documentation that help customers succeed with Doctronic Who You Are 3+ years of customer success experience, ideally in high-growth technology companies Analytical mindset—comfortable with NPS, CSAT, retention analysis, and churn metrics Cross-functional operator who can effectively influence product, engineering, and clinical teams Strong communication skills, both written and verbal, with ability to adapt tone for different audiences Empathetic listener who genuinely cares about customer outcomes and experiences Proactive problem-solver who identifies issues before they escalate Data-driven decision maker who balances quantitative metrics with qualitative feedback Comfortable managing ambiguity and competing priorities in a fast-paced startup environment Nice to Have Healthcare, telehealth, or health tech experience Experience managing both B2C and B2B customer segments simultaneously Familiarity with customer success platforms (Zendesk, Intercom, Gainsight, etc.) Background in clinical operations or healthcare delivery Experience building customer success programs from the ground up Understanding of HIPAA and healthcare privacy requirements Track record of reducing churn and improving retention metrics Compensation & Benefits Base Salary: $110K-$150K + Equity New York City | On-site Join our NYC team and work directly with product, clinical, and operations teams to ensure customer success. Equity Opportunities Share in Doctronic's growth as we transform healthcare with AI. Comprehensive Health Benefits We offer comprehensive health, dental, and vision coverage—plus mental health support and flexible time off—because caring for others starts with caring for ourselves. Building AI That Matters Join Doctronic and work with cutting-edge AI that's transforming healthcare and helping people make faster, smarter decisions. Reports To Director of Operations