Customer Success Manager

### **About MD Integrations** At **MD Integrations**, we partner with digital health brands to power clinical care at scale. We specialize in men's and women’s health, dermatology, endocrinology, and weight management, offering telehealth solutions that help patients receive expert, personalized care—all from the comfort of their home. Join our team and be part of the movement to make specialty care more accessible and impactful. **MD Integrations is an equal opportunity employer.** We celebrate diversity and are committed to creating an inclusive environment for all employees. We are unable to support US visa sponsorship at this time. We are looking for a mid-level Customer Success Manager to join our expanding team! **Overview** The Customer Success Manager (CSM) at MDI serves as the primary point of contact for our partners (customers) from kickoff through onboarding, go-live, and support as they grow. This role ensures partners experience a smooth, guided implementation of MDI’s telehealth infrastructure while building long-term, value-driven relationships. This position reports to the Director, Onboarding and Support, is remote (US) and full-time, generally Monday - Friday core hours. This partner-facing role must be comfortable on video and calls with partners, and shifting early or late to support partner onboarding and success. **Key Responsibilities** 1. Lead and project manage the full onboarding journey of new partners, from kick-off to go-live, ensuring clear milestones, proactive communication, and timely execution. 2. Anticipate potential risks early, troubleshoot and escalate stalled or lagging partner progression by working closely with internal teams across CS, clinical, product and technical integrations teams. Serve as the guide and advocate for assigned partners. 3. Act as the voice of the partner internally highlighting successes and opportunities with MDI’s service, platform and workflows. Collaborate with clinical and technical teams to provide feedback, relay product enhancements, and advocate for partner success. 4. Increase partner health, engagement, and satisfaction, escalating issues as needed while continuously driving toward long-term retention and expansion. Track and report on key customer success metrics (NPS, csat, etc.) to executive and senior leadership. 5. Provide ongoing support, education, and training to partners post-launch, with a focus on a seamless experience and optimizing integrations, workflows, and product adoption. 6. Serve as a trusted advisor by providing market insights, best practices, and recommendations that align MDI’s solutions with partner growth goals. 7. Manage and maintain consistent documentation on the customer lifecycle in internal systems, such as HubSpot, Asana, and other project and task management tools. 8. Contribute to the development of key collateral, processes and defining standard expectations of work. **Success in this role looks like** - Partners achieve timely onboarding and confident go-lives with minimal friction. Communication is clear and consistent internally and externally. - Partners feel consistently supported and guided through proactive, strategic communication through the post-sales cycle through onboarding and as they grow. - MDI is positioned as a trusted advisor in helping partners scale their telehealth capabilities today and into the future. **Qualifications** - Experience by level: - - **Associate-level** requires a minimum 1 year in Customer Onboarding, Customer Support, Customer Success or related customer-facing roles. - **Mid-level** requires a minimum 4 years in dedicated Customer Success or Account Management roles, preferably in a scale-up/fast-moving environment. - Process- and project-oriented with a bias for action. Comfortable communicating clear deadlines, actions and risks with partners and internal leadership, driving toward aligned outcomes on behalf of the partner. - Excellent verbal and written communication skills…