Customer Success Manager (Telehealth)

We’re a telehealth/subscription business with happy customers and a small support team. We need a Customer Success Manager to own two things: being the go-to decision-maker for our support reps, and proactively reducing churn. What You’ll Do 1. Be the escalation point for our support reps. Our two reps hit edge cases daily and currently escalate them to the founder. That stops with you. You’ll make the judgment calls within clear guardrails (when to refund, expedite shipping, escalate, etc.), and document each decision so we handle it faster next time. The win: support questions stop going to the founder. 2. Reduce churn. We’re doing nothing proactive on retention today, so there’s huge upside. You’ll build and run playbooks: pre-billing check-in calls, fast saves when someone hits the cancellation page, knowing when to offer a credit or partial month, and reaching out to top customers. Possible future scope: helping vet and hire future support reps (optional). There will also be bonuses in place for every percentage of churn reduction you implement. Who We’re Looking For • Fluent, professional English and total comfort on the phone (this is phone-heavy) • Prior customer service experience • Strong, reliable judgment within guardrails — no hand-holding needed • Big plus: experience managing support reps and/or a telehealth/telemedicine background (not required — we’ll train you on our processes and documentation) How to Apply Tell us about your customer service (and management) experience, any telehealth background, and one tough judgment call you made for a customer. Start your reply with the word “Guardrails” so we know you read this