Principal Customer Success Manager

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 join a sharp, fast-growing team guiding complex customers from initial adoption through measurable impact. We're hiring a Principal Customer Success Manager to own Assort's largest, most strategic customer relationships - a portfolio of leading health systems and healthcare organizations where our platform helps support large populations of patients. You'll partner directly with C-suite executives and operating leaders, lead enterprise accounts from launch through renewal and expansion, and serve as the definitive voice of these critical customers inside Assort. The Principal CSM role is for someone who's been an expert customer success or account manager for years and is ready to apply that craft to the most consequential accounts at a frontier AI company. You'll operate with autonomy, navigate the highest-stakes customer conversations independently, and help raise the bar for how Assort shows up for enterprise healthcare. And you'll mentor other CSMs to help up-level our team. 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

• Own Assort's most strategic accounts through the entire customer journey - serve as the primary relationship holder for our largest, most complex healthcare customers, spearheading both executive strategy and operational execution from launch through renewal and expansion.
• Be a strategic advisor on agentic AI - partner with C-suite and operating leaders to expand what's possible with AI, drive measurable outcomes, and transform how their patients experience care.
• 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 enterprise customers' needs shape what we build, sell, and deliver.
• 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
• 6-10+ years of experience in customer-facing roles (Customer Success, Account Management, or directly related) in healthcare tech, services, or software.
• 5+ years of experience owning enterprise-level accounts - you've independently owned large, complex customers with significant ACV and successfully navigated multi-stakeholder environments.
• Direct experience working with health systems and senior healthcare executives.
• Deep customer success craft - strong instincts for account health and risk, and a clear sense of what it takes to move the needle inside complex organizations.
• Top-tier project management abilities - you can manage multiple customer accounts, urgent priorities, and strategic initiatives effectively and with composure.
• Exc

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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