Overview:

We are expanding our operations team and seeking two highly skilled Customer Success Managers – Healthcare Operations (Zoho CRM) to join us. We are looking for emotionally intelligent, detail-oriented professionals who excel at building strong relationships and guiding prospective patients and clients seamlessly through complex operational processes. In these roles, we will rely on you to serve as a Zoho CRM champion for the customer success team, ensuring accurate record management, well-organized task pipelines, and optimized automated workflows and templates. Together, we are committed to delivering an exceptional experience and ensuring that no lead or patient is ever overlooked.

Schedule Monday - Friday, 9:00 AM - 5:00 PM EST | With 1 hour unpaid break (40 work hours per week)

Responsibilities:

• Client & Patient Advocacy: Act as the warm, professional primary point of contact for patients, clients, and internal business stakeholders across email, phone, and CRM channels
• Onboarding & Retention Architecture: Own end-to-end patient onboarding and retention paths, ensuring customers understand milestones, timelines, compliance needs, and support channels
• Zoho System Championship: Maintain absolute operational data hygiene inside Zoho CRM—manually structuring contact notes, tasks, pipeline tracking stages, and custom tags daily
• CRM Flow Optimization: Collaborate with leadership and marketing to design custom Zoho dashboards, reporting templates, and trigger workflows that elevate team response speed
• Process Documentation: Document interactions with absolute transparency using rigid naming systems, helping scale standard operating procedures (SOPs) and support scripts
• AI Productivity Integration: Utilize modern AI platforms to draft rapid, highly personalized customer responses, synthesize detailed interaction summaries, and track satisfaction patterns
• Compliance & Safeguarding: Maintain strict non-clinical boundaries; immediately identify and escalate clinical, medical, or urgent inquiries to designated clinical staff without exception

Requirements:

• Proven track record in customer success, account management, clinical care coordination, or client services within a fast-moving, remote corporate environment
• Deep, hands-on administrative or heavy user experience inside Zoho CRM or highly comparable enterprise-wide CRM platforms (Zoho proficiency prioritized)
• Exceptional verbal and written English communication skills characterized by a warm, clear, authoritative, yet empathetic professional tone
• Innate data discipline, someone who naturally documents every call detail, updates pipelines meticulously, and tracks follow-up dates flawlessly
• Tech-forward agility, including active experience with generative AI tools for operational writing, task tracking, and efficiency optimization
• Comfortable working inside systems, following processes, noticing patterns, and communicating clearly with both customers and internal teams
• Total alignment with Eastern Time (EST) business working hours

Ideal Candidate:

• Must be steady, kind, organized, responsive, and highly accountable
• Must understand that customer success is not just answering questions, but also protecting trust, reducing confusion, keeping people moving through the right steps, documenting what happened, and making sure nothing important is overlooked

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.