Senior Customer Success Manager
Senior Customer Success Manager (Workforce)Location: Remote (we are open to candidates in Europe, South Africa, and LATAM)Department: OperationsEmployment Type: Full-time
About UsJanie saves healthcare groups and practices time and money by automating front and back office operations. Our digital workers handle workflows in medical billing, accounts receivable, prior authorization, and patient coordination—so healthcare teams can focus on care, not paperwork.We move quick, operate with extreme ownership, and obsess over delivering an exceptional customer experience. If you’re excited to tackle complex problems and help scale a venture-backed health tech startup, we’d love to hear from you..
What You Will Own You’ll be the primary relationship-holder for a portfolio of U.S.-based dental and medical clients and more — guiding them through onboarding, surfacing insights, and ensuring they’re getting meaningful, ongoing value from their Janie partnership.You’ll act as a strategic partner — not just a support contact — who stays close, asks the right questions, and helps clients grow with us.
Your Responsibilities
- Build and maintain long-term, trust-filled relationships with your assigned clients
- Lead onboarding meetings that set the tone for long term success and partnership
- Clearly align on expectations, responsibilities, and support processes
- Provide check-ins, touch points, and resources that make clients feel supported for and confident
- Identify risk factors early — and take fast, thoughtful action to protect the account
- Track feedback from both the client and their Janie agent, ensuring both sides are supported
- Act as the voice of the client internally — sharing feedback cross functionally and with leadership
- Spot opportunities for growth, upsell, or deeper engagement and flag for Sales or Leadership
- Support client education as Janie rolls out new tools, services, and performance products
- Clarity & Communication. You don’t let things stay vague. You ask. You confirm. You document.
- Proactive Thinking. You don’t wait for problems. You spot them early — and act.
- Ownership. You hold the relationship with pride. You take responsibility. You follow through.
- Strategic Vision. You look at the bigger picture — and know what’s at stake when clients churn.
- Curiosity. You ask great questions and want to know what your client’s next 6 months should look like.
- Trust Over Transaction. You build strong partnerships, not just service tickets.
- Experience supporting clients in roles like Customer Success, Account Management, Healthcare Coordination, Client Services, or Operations
- Strong English communication skills (written and spoken — you’ll lead virtual meetings regularly)
- Experience managing multiple accounts at once
- A calm, clear, and confident presence — even when things are tricky
- Comfort using tools like Microsoft Outlook tools, Slack, and Notion — bonus if you’ve used HubSpot
- Experience with churn prevention, retention, or upsell is a HUGE plus
- Full-time availability Monday-Friday during U.S. business hours (this is required)
- A high level of personal responsibility and follow-through — clients can count on you
- A chance to do deeply meaningful work — helping healthcare teams operate better
- A growing global team that’s remote-first and human-focused
- Real ownership over your client portfolio
- A leadership team that listens, mentors, and values your insight
- The chance to help build one of the most respected customer teams in the space
- This is a remote, full-time role
- Open to international applicants who can work full U.S. business hours
- We need someone with applicable client-facing experience — this isn’t an entry-level role
- If you believe in building trust, creating clarity, and unlocking potential — we’d love to meet you.