[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Invoca is the leading AI-powered conversation intelligence platform. They are seeking an experienced Customer Success Manager to manage a portfolio of healthcare customers, driving adoption, retention, and expansion while acting as a trusted advisor to maximize their investment in Invoca’s platform.

Responsibilities

• Own and manage a portfolio of Healthcare customers, deeply understanding their business goals, patient-acquisition strategies, and operational challenges to drive engagement and success
• Develop and execute strategic account plans that maximize adoption, retention, and expansion across each account
• Use data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message to the right customer at the right moment
• Apply AI in your day-to-day workflow – using AI-assisted tools to analyze account health, surface risks and opportunities, prepare business reviews, and personalize customer communications at scale – so you spend more time on high-value strategic work
• Confidently articulate the value of Invoca’s AI-powered conversation intelligence to customers, translating platform capabilities into outcomes that matter to healthcare marketers, patient-access leaders, and contact center teams
• Act as a strategic consultant, providing best practices and tailored solutions for each customer’s needs, with sensitivity to healthcare regulatory and privacy considerations (e.g., HIPAA/PHI handling)
• Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings
• Proactively identify risks and opportunities, mobilizing internal teams (Sales, Product, Marketing, and Support) as needed
• Advocate for customers internally, providing feedback that influences product development and innovation
• Foster long-term relationships that drive high satisfaction, advocacy, and loyalty

Skills

• 4+ years of Customer Success or Account Management experience in B2B SaaS
• 3+ years working with enterprise software, preferably serving Healthcare or another regulated, compliance-sensitive industry
• Demonstrated AI fluency – you actively use AI tools in your work and can show how you apply them to be more effective, accurate, and efficient (e.g., drafting and synthesizing, analysis, research, and preparation). You're eager to keep learning as AI capabilities evolve
• Strong project management skills, with experience prioritizing competing initiatives
• The ability to consult and communicate effectively with all levels of an organization, from end users to executives
• Genuine passion for AI-driven technology and how it transforms customer engagement
• Background in digital marketing, advertising technology, or performance marketing, with an understanding of how marketers optimize customer (or patient) acquisition and engagement
• Experience working with Contact Centers and associated technologies (CCaaS, e.g., Genesys, Five9, or similar)
• Familiarity with healthcare marketing or patient-access environments, and awareness of HIPAA and related privacy requirements
• Familiarity with tools such as Adobe Analytics, Google Ads, Contentful, HubSpot, FullStory, or similar
• Experience using Salesforce, Gainsight, and other SaaS platforms
• BA/BS degree preferred

Benefits

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
• Paid Holidays – Invoca provides 16 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included.
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock Options – All employees are invited to share in Invoca’s success through stock options.
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program.
• Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.

Company Overview