Customer Success Manager

This is a technical execution role that sits inside Customer Success. You will own a book of US clinic accounts and be accountable for one thing: that those clinics actually use Spry and that their operations get measurably smoother because of it. That means diagnosing problems yourself rather than routing them, tracking every open item to closure, and staying on an account long after go-live. Customers here engage with the person who executes, not a messenger who relays issues to another team.

We are deliberately not hiring a traditional SaaS CSM. We are hiring the discipline of a technical program manager and pointing it at a set of customers. If you have run implementations, chased cross-functional issues to closure, and can hold a credible technical conversation with a clinic owner, this role is a step up into a customer-facing charter.

The core responsibilities for the job include the following:

Account tracking and proactive monitoring:

• Work a defined book of accounts with a documented tracking system of open items, owners, dates, current state, and next action
• Monitor usage and health dashboards on a set cadence; act on drop-offs and anomalies before the customer raises them
• Maintain a written, progressive record per account so anyone can pick up the thread and so your work can be coached and reviewed
• Predict concerns early and stay on them until they are closed, not until they are handed off

Diagnosis and technical problem-solving:

• Independently reproduce and diagnose issues across scheduling, documentation, billing, claims, and integrations before escalating
• Understand what is happening behind the scenes: data flows, integrations, clearinghouse behavior, and configuration well enough to isolate the root cause
• Write escalations that contain the diagnosis, evidence, and reproduction steps, not just the symptom
• Distinguish a product defect from a configuration gap from a workflow gap, and act accordingly

Execution to closure:

• Own every open item on your account end-to-end, including the parts that depend on Engineering, Support, Implementation, or Billing
• Drive internal teams to dates; run the follow-up rather than waiting on it
• Close the loop with the customer on every item: what was found, what was done, and what changed
• Continue execution-level work well beyond go-live; adoption is a standing charter, not an onboarding phase

Adoption and operational improvement:

• Drive measurable usage of the product documentation completion, billing throughput, scheduling utilization, and feature depth
• Map each clinic's clinical and billing workflow, then remove the friction that keeps them off the product
• Run structured reviews with clinic leadership tied to operational outcomes: turnaround times, denials, notes pending, staff hours saved
• Configure, retrain, and rework processes at the customer, where that is what adoption actually requires

Voice of customer:

• Bring product feedback to the product team with usage data, frequency, and account impact attached
• Contribute diagnosis patterns, runbooks, and configuration guidance back to the CS knowledge base

Requirements:

• 7-10 years as a technical project manager, technical program manager, implementation lead, or solutions/delivery manager in a software product company.
• Must have worked in EMR or RCM companies as a TPM.
• Must be willing to transition into a completely business-facing and customer-facing role.
• Excellent verbal and written communication skills.

TPM-to-CSM Transition Expectations:

• We are specifically looking for candidates with a TPM background in EMR or RCM companies who are genuinely interested in transitioning into a business-facing customer success role.
• The candidate should be comfortable moving away from technical project management and implementation responsibilities to owning customer relationships and becoming the primary point of contact; driving customer adoption and ensuring customers realize value from the platform.
• Monitoring account health and proactively identifying potential customer risks.
• Identifying churn indicators and taking preventive action to retain customers.
• Managing customer expectations and handling escalations.
• Taking ownership of customer satisfaction and overall relationship management.
• A demonstrable track record of execution and issue closure: you have run programs where you personally drove items to done across teams that did not report to you.
• Tracking discipline as a working habit: you can show us how you track a portfolio: your trackers, your cadences, and your status reporting.
• Technical depth to diagnose independently, comfortable with APIs, integrations, logs, data flows, and reading a system's behavior without an engineer on the call.
• Comfortable working a fixed 3:00 PM - 12:00 AM IST shift (aligns with US EST 9:30 AM - 6:30 PM).

Strong preference:

• US physical therapy or outpatient rehab context; familiarity with CPT coding, payer/insurance workflows, or CMS compliance.
• Prior implementation or delivery ownership for US healthcare customers.
• SQL or equivalent comfort pulling and interrogating your own data rather than requesting reports.
• Startup or high-growth environment where the playbook had to be built, not inherited.
• Experience with multi-location healthcare groups or franchise-style clinic networks.