Customer Success Manager

Location: New York

# Customer Success Manager

OperationsNYCFull-time Apply →On this page
* Role* Responsibilities
* Requirements* About
* Applying## Role When a group practice moves to Oasys, they are moving their whole working life: every client record, every appointment, every claim, every note. The weeks around that move decide whether they trust us for years or quietly start looking for the exit. And the months after decide whether they renew, expand, and tell other practices about us. We're hiring someone to help make sure that goes right, for every practice we have.

Once a practice is live, you'll be a huge part of keeping them successful. You'll help track every practice's health, adoption, open issues, and renewal timing, and you'll be one of the people each practice owner knows by name and reaches out to first. You'll notice who needs a check-in this week, who's quietly stopped using a feature they paid for, and who's heading toward a hard renewal conversation, and you'll raise it and help act on it before anyone asks.

You'll also be the human behind our support inbox. Our bot answers the easy questions. You own the rest, including the escalations. When something breaks, you decide how serious it is, you get it in front of engineering with enough detail to fix it, and you own the conversation with the customer until it's resolved. Customers describe problems the way they experience them.

Engineers need to know what actually happened. You translate in both directions, which means learning the product well enough to reproduce a bug yourself and explain a fix in plain language.

The role starts as an individual contributor. As the customer base grows, so does the team, and the person in this seat is first in line to lead it.## Responsibilities
* Handle day-to-day customer support across Intercom and email: respond quickly, resolve what you can, and escalate what you can't with the context needed to fix it
* Support onboarding for new practices alongside the Customer Success & Product Lead: information collection, data exports, migration timing with engineering, training sessions, and tracking every item to go-live
* Help keep every live practice healthy: maintain a clear view of each account's adoption, open issues, satisfaction, and renewal timing, and raise problems before they become churn
* Serve as a point of contact for practice owners and admins after go-live, with regular check-ins and support for structured account reviews with our larger customers
* Manage the issue pipeline from customers to engineering: reproduce, file in Linear with the detail engineers need, and follow up with both sides until it's resolved
* Help drive product adoption: notice when a practice isn't using something that would help them, and get them there through training, documentation, or a direct conversation
* Support renewals and expansion: know every renewal date, surface risk early, and flag practices that are ready to add seats or services
* Bring the voice of the customer inside: share what you hear in a way that helps product prioritization, and communicate releases to customers before they find out the hard way
* Keep the Help Center and customer-facing documentation current; if you answer the same question twice, fix the article
* Help build the customer success operation: health tracking, onboarding checklists, training materials, response templates, and the reporting that shows how the customer base is doing
* Identify customer references and case-study candidates as we grow## Requirements
* You work hard, and you don't need anyone to make you. There is no slack in a team this size
* You're willing to learn a tough product end to end, including the parts that take weeks to understand, and keep learning as it changes
* You take responsibility without being asked. You see what's falling through the cracks and pick it up
* You write clearly and kindly, to people who are busy and sometimes stressed
* You stay organized when a dozen practices are each at a different stage with different open threads
* You want to understand why things break, not just that they did
* You care about therapists, practice owners, and the clients they serve
* You're comfortable with the pace and ambiguity of a company this early
* No specific background required. Good people in this seat have come from support, operations, clinical practice, teaching, hospitality, and finance. Show us how your experience proves the points above
* Plus: prior customer success, implementation, or support…