Product Success Manager

Who we are
At Clearstep, we believe healthcare should be easy. We build technology that helps patients find exactly the right care while helping health systems tackle their most pressing capacity challenges. As the most widely adopted self-service AI triage platform, we've reached patients in all 50 states and directed millions to the right care at the right time. Consider joining us if you want mission-oriented work, are driven to improve the healthcare experience, and want to build something that helps your own friends and family navigate healthcare. You'll find real opportunities for career growth and a direct hand in the success of a market leader in AI healthcare.
About this role
This role sits on the Product team and reports to the Director of Product & Customer Success. You will own customer implementations end-to-end and help shape and improve our products. We are a small team and your day-to-day responsibilities will vary. They might include running a customer working session, deep dive with the engineering team into product requirements, reviewing analytics to determine customer roadmaps, and creating operational processes for the internal team to support our work.
Location: Fully remote within the United States, working US business hours. Salt Lake City, Chicago, Washington DC, Bay Area, CA, or New York City preferred but not required. Travel at least once per quarter for onsites and conferences. We are unable to provide visa sponsorship for this role.
Core responsibilities
Implementation
Lead end-to-end customer implementations, from kickoff through post go-live support
Translate customer needs into requirements, scope definitions, and project plans
Manage expectations, surface risks early, and keep multi-stakeholder projects on schedule
Write and prioritize user stories for customer configuration requirements, in partnership with product leadership
Customer Success
Build strong relationships and serve as a trusted partner throughout the engagement
Identify customer pain points and opportunities to address them with Clearstep technology
Serve as the voice of the customer internally, ensuring their requests reach the product roadmap
Develop customer-facing assets including presentations, ROI analyses, and quarterly business reviews
Coordinate customer requests and communicate upcoming releases
Support business development through demos, conferences, and sales assets
Product
Represent product across marketing, sales, and engineering and facilitating cross-functional team collaboration.
Develop deep expertise in the Clearstep platform: configuration model, clinical content, and integrations
Turn ambiguous requirements into well-scoped user stories with acceptance criteria engineers can build from without a follow-up meeting
Spot patterns across accounts and propose improvements that serve the whole customer base
Write, test, and refine the prompts and AI configuration behind user experiences, measuring how changes affect patient outcomes
Design and run A/B tests and experiments, interpret results honestly, and iterate
Build reports and dashboards that clarify product performance for customers and internal teams
Requirements
3 to 6 years across implementation management, customer success, or product
Experience delivering software in complex enterprise environments, ideally healthcare, contact center or telephony technology, or an early-stage startup
Track record owning multi-stakeholder projects from scoping through delivery
Skill at turning ambiguous requirements into actionable plans and user stories engineers can act on
Advanced written and verbal communication, including the ability to turn data into a compelling story
Willing to use AI tools and automations in day to day work, plus strong Excel and PowerPoint skills for analyzing and visualizing data
Exceptional attention to detail, holding quality high across competing priorities
Ability to learn quickly and proactively take ownership, with comfort operating when priorities shift
Passionate about solving the most prevalent and complex problems facing healthcare organizations
Nice to haves
Experience with conversational AI, chatbots, or conversation design
Experience with healthcare integrations and standards such as HL7, FHIR, or SSO
Experience with contact center or telephony platforms (Cisco, Genesys, Five9, NICE, Amazon Connect) or with health system call center operations
Experience designing or analyzing A/B tests, experiments, or other structured product research
Proficiency in Tableau or similar reporting tools, including dashboard design and workflow automation
Experience developing and implementing customer success strategies
What success looks like
By 90 days: You have shadowed and then co-led an implementation, you know the product well enough to answer or identify the owner of most customer configuration questions and you have written user stories that have been prioritized.
By 6 months: You own an implementation and are leading customer calls with support from others.
By 12 months: You are participating in shaping the product roadmap. You own/manage at least one internal pod and have established internal process improvements.
Compensation and benefits
Base salary range of $110,000 to $140,000, commensurate with experience
Stock compensation plan, so you will be a Clearstep co-owner
Health insurance
401k with 4% match
Flexible work schedule and unlimited PTO
Monthly WFH and health stipends
Strong emphasis on collaborative learning and career development

Work arrangement
Yes