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-timeAbout 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 ResponsibilitiesBuild and maintain long-term, trust-filled relationships with your assigned clientsLead onboarding meetings that set the tone for long term success and partnershipClearly align on expectations, responsibilities, and support processesProvide check-ins, touch points, and resources that make clients feel supported for and confidentIdentify risk factors early — and take fast, thoughtful action to protect the accountTrack feedback from both the client and their Janie agent, ensuring both sides are supportedAct as the voice of the client internally — sharing feedback cross functionally and with leadershipSpot opportunities for growth, upsell, or deeper engagement and flag for Sales or LeadershipSupport client education as Janie rolls out new tools, services, and performance productsOur Values & ApproachWe take Customer Success seriously. To us, it’s about earning trust every day — not just being “responsive.”You’ll thrive in this role if you live and breathe: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.You're a fit if you have:Experience supporting clients in roles like Customer Success, Account Management, Healthcare Coordination, Client Services, or OperationsStrong English communication skills (written and spoken — you’ll lead virtual meetings regularly)Experience managing multiple accounts at onceA calm, clear, and confident presence — even when things are trickyComfort using tools like Microsoft Outlook tools, Slack, and Notion — bonus if you’ve used HubSpotExperience with churn prevention, retention, or upsell is a HUGE plusFull-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 youWhat’s In It for YouA chance to do deeply meaningful work — helping healthcare teams operate betterA growing global team that’s remote-first and human-focusedReal ownership over your client portfolioA leadership team that listens, mentors, and values your insightThe chance to help build one of the most respected customer teams in the spaceImportant NotesThis is a remote, full-time roleOpen to international applicants who can work full U.S. business hoursWe need someone with applicable client-facing experience — this isn’t an entry-level roleIf you believe in building trust, creating clarity, and unlocking potential — we’d love to meet you.CompensationSouth Africa and LATAM: $2000 - $3000 USD / moEurope: varies by country, but competitive with market