Customer Success Manager

You’ll be a primary point of contact for our customers, from onboarding through their ongoing use of Quadrant. You’ll lead customer calls, organize implementation tasks, translate feedback into clear tickets, coordinate with our product and engineering teams, and make sure customers know what’s happening.

This is a hands-on individual-contributor role for someone who is organized, communicates clearly, and follows through. When a customer raises an issue, you’ll help move it from the initial report to a verified resolution and close the loop with the customer.

What you’ll do

• Lead onboarding calls, understand each practice’s workflows, and coordinate setup, training, and go-live checklists.
• Build relationships with practice managers, clinicians, and staff through regular check-ins and responsive communication.
• Investigate customer questions and reported issues, gather relevant examples, and distinguish training needs from configuration issues or product bugs.
• Create clear, actionable tickets with reproduction steps, expected versus actual behavior, customer impact, and criteria for confirming a fix.
• Maintain an organized issue queue and work with engineering to prioritize urgent problems, assign owners, and track next steps.
• Keep customers informed about progress, workarounds, and confirmed timelines without making promises the team cannot meet.
• Retest resolved issues and confirm with the customer that the affected workflow is working before closing the loop.
• Identify customers who need additional training or support, and proactively address adoption issues and recurring frustrations.
• Maintain accurate account notes, onboarding documentation, and customer-facing guides.
• Surface recurring feedback to improve the product and make onboarding and support more effective.
• Handle customer and patient information carefully, following company privacy and security procedures.

What we’re looking for

• 2+ years of experience in customer success, onboarding, implementation, technical support, or a similar customer-facing role.
• Clear written and verbal communication, including confidence leading customer calls and handling difficult conversations.
• Strong organization and attention to detail, with the ability to manage multiple customers and open issues without losing track of commitments.
• A practical troubleshooting mindset and the ability to explain a problem clearly to both technical and nontechnical people.
• Comfort learning software and working with ticketing or project-management tools such as Linear, Jira, or Zendesk.
• Initiative, sound judgment, and a willingness to take ownership in a growing startup.

Nice to have

• Experience with healthcare practices, EHRs, patient scheduling, or other clinical and administrative workflows.
• Experience supporting B2B SaaS or AI products.
• Experience creating training materials, onboarding checklists, or support processes.

What success looks like

Customers know who to contact and what happens next. New practices are trained and ready for launch. Open issues have clear owners and follow-up dates. Fixes are tested and confirmed, and customers don’t have to repeatedly chase us for updates.