SpinSci builds AI-powered patient access and automation solutions that help health systems connect patients, streamline workflows across Epic and communication platforms, and drive better outcomes. We're an early-stage, fast-moving team — which means the playbook for this role doesn't fully exist yet. You'll be writing it. As our Customer Success Manager, you'll be the trusted advisor for a portfolio of strategic healthcare customers — and one of the first people to define what world-class customer success looks like at SpinSci. This isn't a role where you inherit a mature process and maintain it; it's one where you build the muscle, the playbooks, and the relationships from the ground up. Reporting to the Director of Customer Success, this role is both strategic and hands-on, with high visibility across the organization, including regular reporting to the executive leadership team. We're looking for a trailblazer: someone who's energized by ambiguity, comfortable owning outcomes without a roadmap handed to them, and driven to build something from scratch in a category (healthcare automation) that's still being defined.
Key Responsibilities:
Serve as the primary point of contact for assigned customer accounts, building long-term relationships based on trust, value, and results — often as the first CSM these accounts have ever had at SpinSci.
Drive retention and customer loyalty by ensuring high engagement, adoption, and satisfaction across our platform.
Identify and cultivate expansion and upsell opportunities in close collaboration with Sales and Product teams.
Own and maintain a regular cadence of communication with customers, including QBRs, executive check-ins, and ad hoc strategic sessions.
Develop and publish Customer Health Report Cards for each account, highlighting KPIs, risks, and wins for ELT visibility.
Triage issues, coordinate internal resources, and serve as an advocate for the customer's voice throughout the organization — often working directly with our founders and product leadership to resolve it.
Collaborate with Product to translate customer feedback into actionable insights and roadmap influence.
Partner with Implementation and Support to ensure smooth transitions and continuous improvement in service delivery.
Build reusable success playbooks and processes from scratch as we scale — you won't be handed a template, you'll create one others follow.
Qualifications:
3+ years in Customer Success, Account Management, or Consulting — ideally in a B2B SaaS or healthcare tech environment.
Proven success managing enterprise or strategic accounts, with strong retention and growth outcomes.
Outstanding communication and interpersonal skills, with a knack for relationship-building across all levels of an organization, from IT admins to health system executives.
Comfortable with data and metrics — able to analyze account health, product usage, and business outcomes to inform action.
A builder's mindset: highly organized, self-driven, and resourceful, energized rather than overwhelmed by a fast-paced, evolving startup environment with few guardrails.
