Customer Success Manager

📍 NYC   |  Full-Time   |  Early Team

About Simbie AI

Simbie AI is building clinical decision support AI that helps clinicians make faster, safer, and smarter decisions at the point of care, while increasing patient access to their clinical teams.. We're an early-stage team with high conviction, moving fast in a space where the stakes are real. Our customers — healthcare organizations, clinicians, and care teams — need a partner they can trust. That's where you come in.

The Role

This is a builder role, not a maintenance role. You're joining before the playbook exists — because you're going to write it. You'll own the entire post-sale customer journey, build the internal systems that make us operationally sharp, and be the voice of the customer inside Simbie AI. You're equal parts relationship manager, ops architect, and problem solver.

If you thrive in ambiguity, love creating structure where there is none, and genuinely care about making customers successful — this role was designed for you.

What You'll Own

Customer Relationships

• Own the end-to-end customer relationship post-sale — onboarding, adoption, retention, and renewal.
• Serve as the primary point of contact for healthcare customers, building deep trust with clinical and operational stakeholders.
• Run regular check-ins, business reviews, and health assessments to stay ahead of customer needs.
• Advocate relentlessly for customers internally — bring their feedback, friction, and wins to the product and engineering teams.

Systems & Playbooks

• Build the CS function from the ground up — define the processes, tools, and metrics that will scale with the company.
• Create onboarding playbooks that get customers to value fast, tailored to the complexity of clinical environments.
• Develop escalation workflows, QBR templates, health scoring frameworks, and renewal processes.
• Implement and own the CS tech stack (CRM, ticketing, health monitoring) and keep it clean and useful.

Internal Operations

• Design and document internal processes that create consistency and efficiency across the customer lifecycle.
• Partner with sales on handoff processes — ensure nothing falls through the cracks between close and go-live.
• Define and track the KPIs that matter: NPS, time-to-value, churn risk, expansion signals.
• Help shape how Simbie AI thinks about customer success as we grow — you'll have a real seat at the table.

Who You Are

• You're operationally wired. You see a messy process and immediately start mapping how to fix it.
• You're a builder. You don't wait for a playbook — you create one, then iterate on it.
• You're a natural relationship builder. Customers trust you quickly and feel genuinely supported.
• You're comfortable with ambiguity. Early-stage means the path isn't always clear, and that energizes rather than stalls you.
• You're a clear communicator — in writing, in meetings, and in difficult conversations.
• You have healthcare intuition. You understand that clinical customers operate differently and you respect the complexity of their environment.
• You're scrappy and resourceful. You find ways to get things done without a big team or a big budget.

Experience & Skills

• 4+ years in customer success, account management, or a customer-facing operations role.
• Plus: experience at an early-stage startup — you've built processes from scratch before.
• Proven ability to manage complex, enterprise-level customer relationships.
• Strong working knowledge of CS tools — CRMs, project management, and health tracking.
• Experience in healthcare, health tech, or a similarly regulated, high-trust industry is a strong plus.
• Comfort with data — you can pull a report, build a dashboard, and use metrics to tell a story.

What We Offer

• Early-team equity — real ownership in something being built from the ground up.
• Competitive salary.
• Full autonomy to build the CS function the way it should be built.
• A tight-knit team that values your work and your judgment.
• Flexible, async-first working culture.
• The chance to do work that genuinely matters — in healthcare, at the frontier of AI.