Customer Success Manager

The healthcare industry still relies on faxes and phone tag to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995.

Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us!

Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day.

• We are transparent, upfront and direct. We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress.

• We value speed of iteration. We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection.

• We give 110% effort, 30% of the time. We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run.

• We empathize with customers to a fault. When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, "How can we make this better?" We believe true innovation comes from deep empathy and a relentless focus on solving the real-world challenges of healthcare.

Customer Success makes sure that our customers have a great user experience. The team plays a critical role in the company’s long-term success by building close relationships with clinics, maintaining customer satisfaction, expanding usage, and preventing churn.

Within your first year, you will have the opportunity to:

• Managing a portfolio of Verse accounts (clinic and hospital users).

• Manage the handoff process from the sales team & quarterly business reviews to enable our customers to achieve their goals with Verse.

• Resolve high priority and high impact issues in tandem with our operations team.

• Identify growth opportunities within accounts to execute on expansion.

• Implement new processes within Customer Success that enable us to scale the function.

• Monitor and mitigate account churn.

• Collaborate with customers to ensure timely and compliant documentation for successful insurance billing.

We believe that diverse experiences and backgrounds lead to better solutions. While we have an idea of what will help someone succeed in this role, we are open to being convinced by your unique story and skills. If you believe you can achieve the outcomes above, we encourage you to apply.

Core Skills & Experience:

• 1-3 years in a customer success role in the software or healthtech domain.

• Excellent interpersonal & communication skills, both written and verbal.

• Well-organized with high attention to detail, a resourceful problem solver, and can manage multiple work streams.

• Comfort working in a phone-driven environment.

• Experience managing and triaging issues from various accounts.

• Ability to manage ambiguity and competing priorities.

• Experience using CRM software (e.g. Salesforce) and office tools (e.g. Microsoft Office and/or G Suite)

We believe in taking care of our team, both professionally and personally. Here’s what we offer:

• Meaningful Compensation: $85,000-$100,000 base salary, plus bonus

• Comprehensive Health & Wellness: We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents.

• Plan for the Future: We offer a 401(k) plan to help you save for your future. At this time, the company does not offer a 401(k) match.

• Career Growth: You'll have opportunities for rapid career advancement in a company that's at a major inflection point. We want you to grow with us.

Work Environment & Location:

This role is based in our New York City office in Chelsea. We have a hybrid model, with a requirement of 4 days per week in the office to foster collaboration and innovation.

At Verse Medical, our mission is to deliver equitable, hospital-quality care to everyone, regardless of their background or where they live. We can only achieve this if our own team reflects the diversity of the patients we serve. We are committed to building a workplace where everyone feels a sense of belonging, where their contributions are valued, and where they can do their best work. We embrace diversity of all kinds: race, gender, age, religion, identity, experience. We are actively working to build a more inclusive and equitable world, starting from within our own walls. We are an equal opportunity employer.

We are also committed to providing a positive and accessible interview experience. If you require any accommodations to participate in our process, please contact us at [email protected].