Customer Success Manager

About the role

As a Customer Support & Success Representative, you’ll be a front-line champion for our clients—helping them get answers quickly, resolve issues confidently, and get more value from the WUWTA platform. This is a non-technical role: you don’t need to code or configure complex systems, but you do need to be comfortable working in a SaaS product, following playbooks, and communicating clearly with healthcare professionals. You’ll support clients primarily through Zendesk/ZOHO (email/tickets) and via phone/Zoom. Your work will directly impact customer satisfaction, retention, and the success of our healthcare customers.

Responsibilities

• Client Support (Primary)
• Provide friendly, accurate, and timely support through Zendesk/Zoho and other channels (email/phone/Zoom)
• Troubleshoot common “how do I…?” questions and basic issues using internal guides and checklists
• Guide customers through platform usage, best practices, and next steps
• Identify patterns (recurring questions, friction points) and surface them to the team with clear examples
• Customer Success (Adoption + Outcomes)
• Proactively follow up with customers who show low usage or may need coaching
• Help clients improve outcomes such as patient responses, campaign performance, and review generation through simple recommendations and enablement
• Aid with basic onboarding reinforcement: confirming setup details are understood, scheduling refresher trainings, and ensuring early wins
• Internal Coordination + Escalations
• Triage and escalate technical/product issues to Product, or Engineering with complete, well-documented ticket details (steps tried, screenshots, customer impact, urgency)
• Communicate updates to customers clearly and calmly, setting expectations and timelines
• Maintain accurate ticket notes and customer context so anyone can pick up the thread
• Documentation + Process Improvement
• Contribute to and improve internal knowledge base articles, macros, and standard operating procedures
• Help refine support workflows so the team can scale (tagging, routing, templates, and FAQs)
• Participate in continuous learning about new features, healthcare communication best practices, and customer needs

Requirements

• 1–3+ years in customer support, customer success, account coordination, or client services (SaaS experience is a plus, Experience in healthcare a plus)
• Excellent written communication (you can explain steps clearly and professionally)
• Strong listening, empathy, and de-escalation skills—especially with busy healthcare teams
• Organized and reliable: can manage multiple tickets/tasks and follow up proactively
• Comfortable learning tools and workflows (Zendesk, CRM, basic reporting dashboards, Google/Microsoft Office)
• Self-starter mindset with good judgment and a positive, solutions-oriented attitude
• High discretion with sensitive information; comfort working in a healthcare-adjacent environment

Skills

• Nice to Have Experience supporting healthcare, dental, or medical practices (or similarly high-touch service industries)
• Familiarity with Zendesk, Salesforce (or similar CRM), or project/task tools (Wrike, Asana, etc.)
• Experience with review/reputation tools, patient engagement platforms, or messaging automation
• Comfort presenting short trainings or walkthroughs on Zoom

What Success Looks Like

• Customers feel supported, respected, and confident after interacting with you
• Tickets are handled efficiently with strong documentation and thoughtful triage
• Clients adopt key features and see measurable value (usage improvements, better engagement, more reviews)
• Your insights help reduce repeat issues and improve product experience

Work Style & Traits

• We Value Calm under pressure; you don’t get rattled by urgency
• You are detail-oriented; you catch the small things that prevent big problems
• You are friendly and professional; you represent Quantum’s brand in every interaction
• You are collaborative; you partner well with Implementation, Product, and Leadership