Customer Success Manager

At Quantum PRM, we take traditional messaging to the next level Quantum PRM (Patient Relationship Management) is an innovative healthcare SaaS and communication platform transforming how providers engage with patients. Our cloud-based patient engagement software helps healthcare organizations: Increase patient participation and satisfaction Improve compliance and treatment outcomes Streamline operations for medical teams Generate more 5-star reviews and grow practice reputation We work with medical practices, dental specialists, and healthcare organizations/DSOs across the U.S. and globally to deliver smarter, automated communication that drives better healthcare experiences and stronger business results. Join Our Team Creating a successful software company starts by building the right team. We’re always looking to connect with people who want to do the best work of their lives—alongside smart, supportive teammates who build great things. 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. Location: Remote (U.S.-based) considered; San Francisco Bay Area candidates welcome Travel: Not required; occasional travel may be possible but is not occurring currently What You’ll Do (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. Assist 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. What Success Looks Like Customers feel supported, respected, and confident after interacting with you. Tickets are handled efficiently with strong documentation and thoughtful triage. Customers adopt key features and see measurable value (usage improvements, better engagement, more reviews). Your insights help reduce repeat issues and improve product experience. Your Experience & Skills (Required) 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. 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. Work Style & Traits We Value Calm under pressure; you don’t get rattled by urgency. Detail-oriented; you catch the small things that prevent big problems. Friendly and professional; you represent Quantum's brand in every interaction. Collaborative; you partner well with Implementation, Product, and Leadership. What We Offer Friendly, supportive, and adventurous environment with engaged colleagues Casual, comfortable, professional work culture Comprehensive, benefits package Diverse, inclusive workplace where we learn from each other Equal opportunity employer and a great place to work