Who is Outbound AI?

Our artificial intelligence (AI) solutions are purpose-built to eliminate the phone calls, faxes and portal queries that burden medical billing teams, effectively serving as workforce multipliers to enhance productivity while elevating the daily job experience. Healthcare organizations can “hire” our AI agents to perform claims follow-up work for them. These AI agents are available 24/7/365 and scale on demand to meet fluctuating volumes. Outbound AI is led by a passionate team of healthcare, AI and voice tech veterans, and is backed by Madrona, SpringRock Ventures, KCRise Fund and several other preeminent venture capital firms.

Customer Success Management at Outbound AI:

We are seeking an experienced Customer Success Manager (CSM) to join our team. Reporting to the Director of Customer Success, this position will own the customer relationship, driving engagement and retention throughout the onboarding and post go-live experience for our customers. The CSM will bring customer success best practices, innovations, and capabilities to their portfolio of customers, matching them to the customer’s business goals, driving greater business value. The ideal candidate will have a proven track record in customer success management. Experience with project management, new customer onboarding, business operations, and/or customer support is a plus.

The expected result is increased customer satisfaction, retention, and continuous growth of our technology. This is your opportunity to become part of an expanding team, and to help shape the vision and mission of customer success within Outbound AI.

Key Responsibilities:

• Develop relationships with key business and operational stakeholders and become an expert on customers’ implementations of Outbound AI, understanding their top business goals and requirements.
• Provide strategic guidance to customers to help them achieve their business goals.
• Develop and maintain a high level of industry expertise necessary to fulfill position responsibilities; understand, articulate, and demonstrate the Outbound AI value proposition.
• Recognize data patterns related to client satisfaction, adoption, etc. and influence changes in deployment methodology and best practices.
• Advocate for customers’ product feature priorities internally within Outbound AI while managing customer expectations and keeping customers satisfied.
• Act as the primary point of contact for your portfolio of customers, addressing their needs and concerns promptly.
• Lead customer success initiatives and projects that drive customer engagement and retention. Proactively identify opportunities for upselling and cross-selling.
• Assist in managing and coordinating critical data analysis and customer projects with AI/ML and product teams.
• Run recurring business reviews with customers, highlighting key metrics and areas for improvement.
• Share customer feedback constructively and timely with internal stakeholders such as product, engineering, and AI/ML teams.

What You’ll Need to Succeed:

• A passion for customer success and a personal interest in creating and providing customers with a satisfying and successful experience.
• An entrepreneurial attitude: you take great pride in bringing positive change to, and growing with, an organization.
• Excellent prioritization skills and the ability to manage multiple projects simultaneously.
• Proven effectiveness at leading and facilitating customer meetings.
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• You are self-motivated, team-oriented, responsible, and focused on exceeding customer expectations.
• You enjoy working with people and have effective communication and relationship building skills.

Qualifications:

• 3 – 5 years of relevant customer success management experience.
• Working knowledge of technology solutions used within healthcare revenue cycle management, such as electronic health records and practice management systems.
• Hands-on experience in establishing operational processes, synthesizing data, building reports and driving customer deliverables.
• Ability to thrive in a fast-paced and dynamic environment.
• Willingness to jump in and help where needed.
• Bachelor’s degree or equivalent work experience.
• Experience working in a startup environment is a plus.

Benefits:

• Competitive compensation package with base salary and bonus, plus employee stock options.
• 100% of medical, dental and vision coverage for employees.
• Supplemental benefits including life insurance, accidental death and dismemberment (AD&D) insurance and an employee assistance program (EAP).
• Company-sponsored 401k retirement plan.
• Flexible work environment with a remote-first culture and frequent in-person touchpoints.
• Unlimited paid/personal time off (PTO).
• The salary range for this position is $80,000 – $120,000. Actual salary will be dependent on the hired candidate’s location, relevant knowledge, skills, and qualifications.

Outbound AI is an equal opportunity employer that values diversity. We do not discriminate on the basis of race, religion, ancestry, color, national origin, gender, sexual orientation, age, marital status, disability status, citizenship, genetic information, veteran status or military service, or any other characteristic protected by federal law or Washington state law. If you need assistance with your application or an accommodation due to a disability, please contact us.