Customer Success People Manager

1 month ago Be among the first 25 applicants

This range is provided by Adoreal. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$50,000.00/yr - $70,000.00/yr

Who We Are

We are a fast-growing vertical SaaS company that leverages innovation and disruptive technologies to improve consumer experiences, outcomes, and predictability in elective medicine. Our team thrives on challenges, embraces change, and is dedicated to transforming our industry.

Adoreal is scaling rapidly, and this role is designed to support growth. As we automate more of our content production, scheduling, and reporting processes, we are looking for a strategic operator who can take on high-impact work that supports both our social media and broader growth marketing efforts.

Who We Are Looking For

We are seeking a hands-on Customer Success Manager who has not only led a customer support function but also has proven experience managing and developing a support team. You will serve as our primary representative for U.S.

-based clients, responsible for delivering world-class support while also designing scalable processes, implementing tools, and shaping our overall customer experience strategy. Importantly, you will be accountable for managing a small but growing support team, starting with at least two direct reports, and ensuring their success through coaching, mentorship, and performance management.

What You Will Do

• Serve as the first line of support for U.S. customers, ensuring fast, clear, and empathetic resolution of issues
• Manage and mentor at least two direct reports while helping to build the broader support function
• Design and refine internal support processes, ticketing workflows, and escalation paths
• Select and implement systems such as helpdesk tools, automation, and self service options to improve efficiency and customer satisfaction
• Collect customer feedback and distill insights to inform product, engineering, and operational improvements
• Collaborate cross functionally with product, marketing, and sales to ensure a seamless customer journey

• You have managed a customer service or success team, ideally in a SaaS or digital health setting
• You are a confident communicator with native level English fluency, culturally attuned to U.S. customer expectations
• You are comfortable working independently, wearing many hats, and building from scratch
• You are detail oriented, tech savvy, and comfortable navigating technical issues with product or engineering teams
• You are passionate about improving systems and reducing operational friction, whether through better tools or better processes

• 5-7 years of experience in customer success, client services, or technical support—preferably within healthtech, digital health, or B2B SaaS.
• Strong familiarity with support ticketing systems including triaging, prioritizing, and resolving technical issues.
• Competence in basic troubleshooting and escalation processes, working cross-functionally with product and engineering teams.
• 3-5 years of experience managing a team of employees focused on hiring, interviewing, training and performance management
• Experience creating or maintaining help center content, training documentation, or self-service resources.
• Excellent organizational skills and a mindset oriented toward efficiency, scalability, and proactive problem-solving.
• Willingness to work flexible hours as needed to support direct reports across global time zones, with occasional after-hours or weekend responsibilities

• We do what is best for the company, not what is best for individuals of the company—we take pride in our work, but not in pride itself—the success of Adoreal is more important than our egos.
• We always share relevant information and admit our mistakes…