Customer Success Manager

At Quantum PRM, we take traditional messaging to the next level

Quantum PRM (Patient Relationship Management) is an innovative healthcare SaaS and communication platform transforming how providers engage with patients. Our cloud-based patient engagement software helps healthcare organizations:

• Increase patient participation and satisfaction
• Improve compliance and treatment outcomes
• Streamline operations for medical teams
• Generate more 5-star reviews and grow practice reputation

We work with medical practices, dental specialists, and healthcare organizations/DSOs across the U.S. and globally to deliver smarter, automated communication that drives better healthcare experiences and stronger business results.

Join Our Team

Creating a successful software company starts by building the right team. We’re always looking to connect with people who want to do the best work of their lives—alongside smart, supportive teammates who build great things.

As a Customer Support & Success Representative
, you’ll be a front-line champion for our clients—helping them get answers quickly, resolve issues confidently, and get more value from the WUWTA platform. This is a non-technical role
: you don’t need to code or configure complex systems, but you do need to be comfortable working in a SaaS product, following playbooks, and communicating clearly with healthcare professionals.

You’ll support clients primarily through Zendesk/ZOHO (email/tickets) and via phone/Zoom. Your work will directly impact customer satisfaction, retention, and the success of our healthcare customers.

Location: Remote (U.S.

-based) considered;
San Francisco Bay Area candidates welcome

Travel: Not required; occasional travel may be possible but is not occurring currently

Client Support (Primary)

• Provide friendly, accurate, and timely support through Zendesk/Zoho and other channels (email/phone/Zoom)
• Troubleshoot common “how do I…?” questions and basic issues using internal guides and checklists
• Guide customers through platform usage, best practices, and next steps
• Identify patterns (recurring questions, friction points) and surface them to the team with clear examples

Customer Success (Adoption + Outcomes)

• Proactively follow up with customers who show low usage or may need coaching
• Help clients improve outcomes such as patient responses, campaign performance, and review generation through simple recommendations and enablement
• Assist with basic onboarding reinforcement: confirming setup details are understood, scheduling refresher trainings, and ensuring early wins

Internal Coordination + Escalations

• Triage and elevate technical/product issues to Product, or Engineering with complete, well‑documented ticket details (steps tried, screenshots, customer impact, urgency)
• Communicate updates to customers clearly and calmly, setting expectations and timelines
• Maintain accurate ticket notes and customer context so anyone can pick up the thread

Documentation + Process Improvement

• Contribute to and improve internal knowledge base articles, macros, and standard operating procedures
• Help refine support workflows so the team can scale (tagging, routing, templates, and FAQs)
• Participate in continuous learning about new features, healthcare communication best practices, and customer needs

What Success Looks Like

• Customers feel supported, respected, and confident after interacting with you
• Tickets are handled efficiently with strong documentation and thoughtful triage
• Customers adopt key features and see measurable value (usage improvements, better engagement, more reviews)
• Your insights help reduce repeat issues and improve product experience

• 1–3+ years in customer support, customer success, account coordination, or client services (SaaS experience is a plus, Experience in healthcare a plus)
• Excellent written communication (you can explain steps clearly and professionally)
• Strong listening, empathy, and de‑escalation skills—especially with busy healthcare teams
• Organized and reliable: can manage multiple tickets/tasks and follow up proactively
• Comfortable learning tools and workflows (Zendesk, CRM, basic…