Customer Success Manager

Linus Health is a Boston-based digital health company transforming brain health worldwide. We combine cutting-edge neuroscience, clinical expertise, and AI to advance early detection and intervention for cognitive and brain disorders—empowering people to live longer, healthier lives. With 100+ team members and growing, we’re entering a phase of accelerated growth and looking for top talent to help shape our future.

The Role:

As a Customer Success Manager, Healthcare Delivery you will be responsible for the overall workflow and management of assigned projects from inception to completion and will lead the internal team to deliver the work within the defined scope, timeline, and budget.

Please note that while this role can be 100% remote within the US, we do have a strong preference for someone to be either based in PST or MST. You may also be expected to travel up to 10% in this role as well.

What You’ll Do:

• Work cross-functionally with the Commercial and Customer Success teams to ensure smooth knowledge transfer and seamless customer experience
• Define, oversee and track progress in action items, decisions, risks, and deliverables
• Provide detailed account walkthroughs and assist many new customers with implementation
• Clearly communicate account setup requirements and expectations with customers and key stakeholders
• Educate customers on capabilities, and best practices to simplify adoption and align expectations
• Work cross-functionally with internal product, engineering and data teams, as well as with external partners, to develop realistic project plan/schedules 
• Leverage feedback for continuous improvement to the onboarding process
• Develop a deep understanding of customers' business and operational objectives
• Monitor and review customer utilization and work through product adoption 
• Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of Linus tools and platforms 
• Connect with management to provide regular project updates on project status including risk mitigation plans and to escalate unexpected events impacting project schedule, budget, and resources
• Maintain strong customer relationships over the course of projects; manage client expectations with respect to project timelines, risks, and deliverables
• Proactively identifies opportunities for improvement to company processes

About You:

Must Haves:

• Software Implementation or Project Management experience with digital health, health tech or healthcare provider
• Effective communication skills including written, verbal, and presentation, with demonstrated ability to manage concurrent complex deliveries in a dynamic, fast-paced environment
• Highly organized and detail-oriented, yet flexible and comfortable with ambiguity
• A bias for action and a passion for disruptive innovation
• Passion for improving the way people care for their mental and physical health

Nice To Haves:

• Current or prior experience as an RN

Target Compensation: The base salary budgeted for this position is in the $100,000-115,000 range per year. This position will include an annual discretionary target bonus (based on individual and company performance) as well as equity. The final offer determined for the candidate who is hired for this position will depend on a number of factors, including but not limited to the candidate's relevant skills, professional experience, labor market conditions, and more.

Linus Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability or any characteristic protected by law. We believe that diversity is critical to the growth of our company and understand the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodations for candidates with disabilities during the recruiting process. If you are in need of assistance due to a disability, please contact us.