Manager, Customer Success Team

About the role

Assort's Customer Success function delivers white-glove service to leading health systems and provider groups, ensuring they realize the full value of our platform. You'll lead a sharp, fast-growing team guiding complex customers from adoption through measurable impact. We're hiring a Manager, Customer Success Team to build and lead a team of Customer Success Managers and own retention, adoption, and expansion across their portfolio. You'll coach the team through their highest-stakes moments, and set the standard for what great looks like - including in-person presence with customers, executive relationship building, and threading Assort deeply across every level of the customer organization. This is a player-coach role. Most of your time goes to developing the team, but you'll also carry a few strategic accounts yourself and lead from the front. This is a unique opportunity to help define what customer success looks like at a leading AI company, at a pivotal moment for our team.

Responsibilities

• Hire, train, and lead the team - recruit, onboard, and coach members of the CS team, and own their growth and performance.
• Own team-level outcomes - drive end-to-end account health across your portfolio, set capacity and book assignments, and bring operational rigor to how the team runs.
• Be a strategic advisor on agentic AI - partner with C-suite and operating leaders to transform how patients experience care, expanding their vision of what's possible with AI and delivering measurable outcomes.
• Drive executive presence and relationship depth - model and coach the team on building relationships that go beyond the day-to-day CSM contact, including leading QBRs and ensuring every account has meaningful coverage across clinical, operational, and executive stakeholders.
• Diagnose and solve with data - proactively identify, surface, and address risks and opportunities, and translate insights into recommendations that drive ROI, unlock productivity, and improve AI agent performance.
• Be the voice of the customer - develop deep fluency in Assort's product and partner closely with Sales, Implementation, Product, and Engineering to ensure our strategic customers' needs shape what we build, sell, and deliver.
• Own team-level GRR and NRR - set and track retention and expansion targets across your team's portfolio, with clear accountability for revenue outcomes, not just activity metrics.
• Build scalable systems - own design and implementation of playbooks, processes, and tools that let us deliver consistent, world-class support as we rapidly grow.
• Travel to client sites (up to 25%).
• What You Bring
• 5-8+ years in Customer Success, Account Management, or directly related in SaaS, AI-native software, or HealthTech.
• 2+ years managing customer-facing teams - you've hired, coached, and developed ICs and driven strong customer retention and expansion results.
• Top-tier project management abilities - you can run a team across multiple accounts, urgent priorities, and strategic initiatives with composure.
• Exceptional communication skills & executive presence - you communicate with clarity, concision, and empathy, quickly earning the trust of stakeholders at every

Benefits

Additional Information

Every time you call a doctor's office, the system forgets you the moment you hang up. You wait on hold, explain everything from scratch, get bounced between lines, and hope someone follows up. Everyone has felt this, and no one should have to. At Assort Health, we are building the fix: one continuous conversation for every patient, across every modality: call, text, and message. An agent that knows who you are, remembers how you like to be reached, notices when something in your care changes, and carries that from your first symptom to your full recovery. Assort is the fastest-growing AI agents company in healthcare. Our omnichannel agents handle calls, texts, and chats from end to end, integrating with EHR and PMS systems and the real-world preferences of every provider so patients reach the care they need without the wait. Since launching the first voice AI to answer a phone call for a patient in 2023, Assort has handled over 170M patient interactions across ~8,000 providers and cut average hold times from 11 minutes to 1, driving real ROI for the practices we serve. We have built the largest specialty healthcare voice dataset in the world, spanning 62K care protocols and 1.6M decision pathways. We are growing fast. We went from 15 people in 2025 to 170 today and are doubling again this year. Revenue has grown 15x in the last 15 months. Backed by Lightspeed and First Round, we have raised over $100M at a $700M valuation. We were named to the 2026 Enterprise Tech 30 (as the only healthcare AI company on the list) and the Forbes Cloud 100 alongside OpenAI, Anthropic, Stripe, and Ramp. The problem is wide open, and we are the team to solve it. If you want to build the solution for how hundreds of millions of people access care, come do it with us.

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