Customer Success Manager

About MD Integrations

MD Integrations works with digital health companies to deliver clinical care at scale. Its focus areas include men’s health, women’s health, dermatology, endocrinology, and weight management, with telehealth services designed to give patients convenient access to specialized, personalized care from home. The team is building broader access to specialty care and aims to create meaningful impact in healthcare delivery.

Equal Opportunity and Work Authorization

MD Integrations is an equal opportunity employer and values a workplace where people from all backgrounds can thrive. The company is committed to inclusion and does not currently offer US visa sponsorship.

Role Overview

MD Integrations is hiring a mid-level Customer Success Manager to join its growing team. In this role, you will be the main contact for partner customers across kickoff, onboarding, launch, and ongoing support. You will help ensure each implementation is well-coordinated, partner-friendly, and set up for long-term success. The role reports to the Director, Onboarding and Support, is remote within the US, and is full time. Core working hours are generally Monday through Friday, though flexibility is expected for early or late calls when needed to support partner onboarding and success. Because the role is partner-facing, comfort with video meetings and live calls is essential.

What You’ll Do

• Own and coordinate the end-to-end onboarding process for new partners, from initial kickoff through launch, while keeping milestones clear, communication proactive, and timelines on track.
• Identify risks early, resolve blockers, and escalate delayed partner progress by collaborating with internal teams in customer success, clinical operations, product, and technical integrations.
• Represent partner feedback internally by sharing wins, pain points, and opportunities for improvement, and work with clinical and technical teams on product enhancements and workflow refinements.
• Strengthen partner health, engagement, and satisfaction while supporting retention and growth, and report key success measures such as NPS and CSAT to senior and executive leadership.
• Deliver continued support, education, and training after launch to help partners improve adoption, workflows, and integration performance.
• Act as a strategic advisor by offering market perspective, best practices, and guidance that connects MDI’s solutions to partner growth objectives.
• Keep customer lifecycle records up to date in internal tools such as HubSpot, Asana, and other task or project management systems.
• Help shape enablement materials, internal processes, and standard operating expectations for the team.

What Success Looks Like

• Partners move through onboarding on schedule and reach go-live with little friction.
• Communication remains clear, timely, and consistent across internal and external stakeholders.
• Partners feel supported throughout the post-sales journey and continue to receive proactive, strategic guidance as they scale.
• MDI is seen as a trusted partner for helping customers expand their telehealth capabilities now and in the future.

Qualifications

• For associate-level consideration, you should have at least 1 year of experience in customer onboarding, customer support, customer success, or another customer-facing role.
• For mid-level consideration, you should have at least 4 years of experience in customer success or account management, ideally in a fast-paced or scale-up environment.
• You should be organized, process-driven, and comfortable leading projects, setting deadlines, identifying risks, and pushing initiatives toward agreed outcomes.
• You need strong verbal and written communication skills and the ability to build trust with executives, business stakeholders, clinical teams, and technical partners while translating feedback across groups.
• You should bring empathy for early-stage startup partners and a working understanding of healthcare concepts, including the ability to support teams building from the ground up.
• You should be comfortable using CRM and collaboration tools such as HubSpot and Slack, and using metrics like NPS, churn, and activation to guide decisions.
• You should learn new terminology quickly, including healthcare-specific language and workflows. Experience in healthtech or telehealth is a plus, along with familiarity with basic clinical concepts.

Compensation and Benefits

The targeted annual pay range is $50,000 to $60,000 for associate-level candidates and $65,000 to $75,000 for mid-level candidates. In addition, the role includes recurring chances to earn performance-based bonuses tied to partner productivity goals.

Benefits include 75% subsidized health insurance, dental coverage, vision coverage, paid time off, and a 401(k) retirement plan with company match.

The company also provides on-the-job training and other professional development opportunities, operates as a fully remote team, and promotes a collaborative, supportive environment where ideas are encouraged and teamwork is valued.

Working Style

This is a remote role for candidates based in the United States. The position is generally scheduled around Monday through Friday core hours, with some flexibility required for partner needs. The team works both synchronously and asynchronously to achieve results.