Customer Success Manager

Help Build the Future of Healthcare AI Infinitus is AI communications in service of patients. Healthcare is inherently complex and siloed. We’re pioneering agentic communications to connect the entire system — any stakeholder, any channel, inbound and out. The result is intelligent care that reduces patient anxiety, increases speed to treatment, and enables teams to scale impact without stretching resources. Our system combines industry-leading safety guardrails with the largest dynamic knowledge graph built on millions of real-world interactions. It’s why 44% of the healthcare Fortune 50 trusts Infinitus to turn fragmented touchpoints into seamless care for better patient outcomes. The Mission At Infinitus, our mission is simple: create time for healthcare by making access, adherence, and affordability easier than ever. We’ve automated over 7 million calls and 100M+ minutes of conversation — saving millions of hours for patients and providers. Backed by over $100M from top investors including Google Ventures, Kleiner Perkins, Andreessen Horowitz, and Coatue, we’re a team that challenges the status quo and moves fast at the intersection of AI and healthcare. Infinitus was recently named to Fast Company's World's Most Innovative Companies and Business Insider’s top startups in healthcare. At Infinitus, you will: - Own enterprise accounts end-to-end: from onboarding through renewal and expansion, serving as the primary strategic contact across the full customer lifecycle - Drive ongoing customer health and success: conduct regular check-ins, usage and outcomes monitoring, Quarterly Business Reviews (QBRs), and proactive outreach to ensure value realization and early issue detection - Identify and convert growth/expansion opportunities: map customer needs, identify new/expansion use cases, and partner with Sales to grow adoption across customers’ business units and departments - Support implementation and adoption: partner with our Enablement team on integrations, workflow design, technical launches, and user training to ensure rapid time-to-value and stable onboarding - Collaborate cross-functionally: partner with Product, Engineering, Sales, Marketing, Operations, and Finance/RevOps to resolve roadblocks, support billing and invoicing accuracy, and coordinate expansions or new pilots for existing accounts - Maintain strong account operations and hygiene: maintain CRM/CS tool records, manage communications, issue resolution, renewal tracking, and billing/invoice checks as needed - Advocate for the customer internally: collect feedback, surface product or workflow enhancement ideas, and help inform product roadmaps based on real-world usage and needs - Build and deepen relationships across stakeholders: from end-users to senior executives, earn trust, influence adoption, and drive enterprise-level engagement We are looking for someone who has: - 5+ years of experience in customer success, technical account management, or consulting roles in Health Tech, or related fields. Added plus is someone who has worked with Pharmaceutical Manufacturers - Demonstrated ability to manage complex, multi-stakeholder enterprise accounts and guide organizations through change, adoption, and expansion - Strong technical fluency and workflow empathy to understand integrations, APIs/workflows or clinical/operational contexts, and translate product value to both technical and business stakeholders - Track record of driving expansion, renewals, and increased utilization (i.e., not just retention, but growth within accounts) - Comfort operating cross-functionally and serving as a customer advocate across Marketing, Sales, Product, Engineering, and Operations teams - Strong communications: clear, empathetic, and executive-ready with the ability to distill technical complexity into business value - Proactive, results-oriented mindset: strong problem-solving skills with the ability to anticipate risks and opportunities - Experience with CRM/CS tools and ac