Customer Success Manager (CSM)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

Full Time

SALARY

$1600/month

HOURS PER WEEK

40

DATE UPDATED

Jul 6, 2026

JOB OVERVIEW

Location: Remote (US hours)
About OpenCall
OpenCall's voice AI handles calls for multi-location medical groups. We're solving a unique challenge: pushing the limits of AI at millisecond performance to have the best human-like customer service experience at enterprise scale. Our AI is faster, cheaper, more powerful, and more reliable than anything else on the market. We let businesses answer the phone and make outbound calls automatically—answering questions, booking appointments, and integrating directly with existing booking software.
We are looking for a Customer Success Manager who can take ownership of our customer relationships and ensure our AI agents are delivering measurable, undeniable value to the medical and dental practices we serve.

About the role
As a Customer Success Manager at OpenCall, you are the bridge between our multi-location healthcare customers and our engineering/prompt teams. You aren't just doing check-in calls and sending NPS surveys; you are actively managing onboardings, understanding the complexities of medical scheduling, and driving product adoption.
You will own the post-sales lifecycle. When a new clinic comes online, you will guide them through deployment, ensuring their intake forms, scheduling rules, and practice quirks are perfectly translated into our system. You will look for optimization and expansion opportunities, and work directly with our Agent Developers to push automation rates higher and drive up booking numbers.

Responsibilities
- Own the customer lifecycle: Manage the onboarding, adoption, and retention of our medical and dental group partners. You are their primary advocate and point of contact.
- Workflow translation: Work with practice administrators to understand their specific operational rules, edge cases, and EHR/PMS integrations, ensuring our deployment team configures an optimal agent.
- Data-driven optimization: Review real call data and metrics. If a specific objection-handling flow isn't working for a dental clinic in Ohio, you are the one who flags it, measures the drop-off in booking rates, and coordinates the fix.
- Drive retention and expansion: Prove the ROI of OpenCall every single month, enabling the customer to roll out additional locations. You will run monthly and quarterly reviews grounded in hard data: calls handled, hours saved, and appointments booked.
- Feedback loop: Act as the voice of the customer to our product and engineering teams. You will help prioritize feature requests and flag drift or friction in live deployments before the customer even notices.

What we're looking for
- You've managed complex customers and onboardings before. You have 4+ years of experience in Customer Success, Account Management, or Implementation, ideally in SaaS, HealthTech, or a fast-paced startup environment.
- Analytical and empirical. You don't just ask customers how they feel; you look at the dashboard. You are comfortable diving into the data to justify your recommendations.
- Deep empathy mixed with operational rigor. You stay organized when multiple projects are in flight. You understand that in healthcare workflows, a bad deployment costs real money for real practices, and you know how to manage expectations carefully.
- Exceptional communication. You can seamlessly translate highly technical AI concepts to a non-technical front-office manager, and then turn around and translate front-office operational chaos into clear requirements for our engineering team.
- Problem-solving mindset. You are proactive. When a customer is struggling, you don't just log a ticket—you dig in, listen to the failed call recordings, and come to the table with a proposed solution.

Preferred Qualifications
- Prior experience in healthcare operations, SaaS, or contact center technology.
- Familiarity with Hubspot or a similar CRM
- Familiarity with medical/dental scheduling software and workflows, and you've seen how messy a front desk can get.
- Experience working alongside technical teams (engineers, product managers, or AI developers) to iterate on a highly technical product.

SKILL REQUIREMENT
Customer Support Management
VIEW OTHER JOB POSTS FROM:
SHARE THIS POST
facebook linkedin
  BENCHMARKS  
Loading Time: Base Classes  0.0008
Controller Execution Time ( Jobseekers / Job )  0.0227
Total Execution Time  0.0242
  GET DATA  
No GET data exists
  MEMORY USAGE  
1,506,176 bytes
  POST DATA  
No POST data exists
  URI STRING  
jobseekers/job/Customer-Success-Manager-CSM-1683358
  CLASS/METHOD  
jobseekers/job
  DATABASE:  onlinejobs (Jobseekers:$db)   QUERIES: 13 (0.0151 seconds)  (Hide)
0.0009   SELECT *
                                FROM exrates
                                WHERE rate_name = 'USD-PHP' 
0.0017   SELECT *
FROM `employer_jobs`
WHERE `job_id` = 1683358
 LIMIT 1 
0.0009   SELECT *
FROM `employers`
WHERE `employer_id` = 951904
 LIMIT 1 
0.0014   SELECT COUNT(*) AS `numrows`
FROM `t_thread` `t`
LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id`
WHERE `t`.`job_id` = 1683358
AND `misc`.`id` IS NULL 
0.0010   SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-07-12',ej.date_added) duration_days, DATEDIFF('2026-07-12',e.rebill_date) duration_rebill, ej.*, e.deactivate FROM employers e, employer_jobs ej WHERE e.employer_id = ej.employer_id AND
                                   ((e.user_level >= '500' AND ej.date_added <= e.rebill_date)
                                   OR e.employer_id = '' OR (ej.date_approved <> '2000-01-01' and DATEDIFF('2026-07-12',ej.date_added) <= 14 ))
                                   AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1683358' 
0.0008   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1683358 
0.0013   UPDATE employer_jobs SET hit_counts = '***Jul-06-2026=674***Jul-07-2026=93***Jul-08-2026=59***Jul-09-2026=16***Jul-10-2026=28***Jul-11-2026=16***Jul-12-2026=1' WHERE job_id= '1683358'  
0.0012   UPDATE employer_jobs SET monthly_hits = '***Jul-2026=885' WHERE job_id= '1683358'  
0.0018   SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1683358' AND status LIKE 'sent%' ORDER BY id DESC  
0.0009   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1683358 
0.0015   SELECT COUNT(*) AS `numrows`
FROM `employer_jobs`
WHERE `employer_id` = '951904'
AND `date_added` >= '2022-06-08' 
0.0009   select * from teasers 
0.0008   SELECT * FROM skill_categories WHERE skill_cat_id='' 
  HTTP HEADERS  (Show)
  SESSION DATA  (Show)
  CONFIG VARIABLES  (Show)