Manager, Customer Success Team

Manager, Customer Success Team

At Assort Health, we're building one continuous conversation for every patient. An AI agent that knows who you are, remembers how you like to be reached, and carries that context from your first symptom to your full recovery. We're hiring a Manager, Customer Success Team to build and lead a team of Customer Success Managers and own retention, adoption, and expansion across their portfolio.

You'll coach the team through their highest-stakes moments, and set the standard for what great looks like — including in-person presence with customers, executive relationship building, and threading Assort deeply across every level of the customer organization.

This is a player-coach role. Most of your time goes to developing the team, but you'll also carry a few strategic accounts yourself and lead from the front. This is a unique opportunity to help define what customer success looks like at a leading AI company, at a pivotal moment for our team.

• Hire, train, and lead the team — recruit, onboard, and coach members of the CS team, and own their growth and performance.
• Own team-level outcomes — drive end-to-end account health across your portfolio, set capacity and book assignments, and bring operational rigor to how the team runs.
• Be a strategic advisor on agentic AI — partner with C-suite and operating leaders to transform how patients experience care, expanding their vision of what's possible with AI and delivering measurable outcomes.
• Drive executive presence and relationship depth — model and coach the team on building relationships that go beyond the day-to-day CSM contact, including leading QBRs and ensuring every account has meaningful coverage across clinical, operational, and executive stakeholders.
• Diagnose and solve with data — proactively identify, surface, and address risks and opportunities, and translate insights into recommendations that drive ROI, unlock productivity, and improve AI agent performance.
• Be the voice of the customer — develop deep fluency in Assort's product and partner closely with Sales, Implementation, Product, and Engineering to ensure our strategic customers' needs shape what we build, sell, and deliver.
• Own team-level GRR and NRR — set and track retention and expansion targets across your team's portfolio, with clear accountability for revenue outcomes, not just activity metrics.
• Build scalable systems — own design and implementation of playbooks, processes, and tools that let us deliver consistent, world-class support as we rapidly grow.
• Travel to client sites (up to 25%).

• 5-8+ years in Customer Success, Account Management, or directly related in SaaS, AI-native software, or Health Tech.
• 2+ years managing customer-facing teams — you've hired, coached, and developed ICs and driven strong customer retention and expansion results.
• Top-tier project management abilities — you can run a team across multiple accounts, urgent priorities, and strategic initiatives with composure.
• Exceptional communication skills & executive presence — you communicate with clarity, concision, and empathy, quickly earning the trust of stakeholders at every level.
• Strong analytical and problem-solving skills; comfortable using data to drive decisions.
• Builder's mindset — you've owned the creation of new systems, processes, or customer programs from scratch.
• Thrive in fast-moving, ambiguous environments, bring structure to chaos, and are willing to wear many hats as we set ourselves up for scale.
• Interest in or experience driving adoption of AI-native platforms in complex organizations.
• Experience working for early-stage startups or high-growth software companies.

• Experience working with health system leadership or MSOs.
• Passion for healthcare innovation and improving patient experiences.
• Experience supporting healthcare providers/practices or healthcare technology products.
• Experience with complex EHR integrations (Epic, Athena, eCW, etc.).