Customer Success Manager

🏢 Layerhealth · 📍 Boston or NYC 💰 $120,000 - $120,000 / yr

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Position Summary & Responsibilities

About us

Layer Health was founded in 2023 by leading machine learning researchers from MIT and Harvard Medical School. We are building an AI layer that can accurately and scalably synthesize information from medical records, with the mission to reduce friction everywhere in healthcare. Our LLM-powered platform is solving chart review once and for all, across use cases. For health systems, our first product dramatically accelerates clinical registry abstraction in areas ranging from surgery and cardiology, to oncology. Our long term vision is for our AI layer to safely transform patient care and minimize unnecessary heartbreak. Layer Health’s diverse founding team brings expertise across machine learning, UI/UX, large language models, and medicine.

Layer Health is adding a Customer Success Manager to our current team of two. Reporting into the Head of Customer Success, you will be pivotal in driving our customer experience and maintaining their long-term partnership with Layer Health, focused on relationship management, and adoption/renewals. You'll own key existing hospital and healthcare customers, working with internal and external teams to relay product feedback, build metrics and report out on success and ultimately inform the framework of our Customer Success strategy. This is a unique opportunity to join an early stage startup that's reached a major growth inflection point.

Here’s a collection of articles about our product, mission, recent funding round, etc.

Job Description

What you'll do:

Own existing customer relationships to create successful partners
Serve as the primary point of contact for customer, including questions, issues and escalations
Proactively identify opportunities to drive customer satisfaction and retention
Manage cross functional efforts in service of customer success, including
Establish trust and credibility with healthcare stakeholders, including clinicians, IT teams, and operations leaders
Help build internal processes and playbooks as we scale the function

What you'll need:

3-5 years of healthcare-focused experience in Customer Success, Program Management, or a client-facing implementations/support role
Excellent communication and relationship-building skills
Comfort

🎯 Candidate Preparation Guide For Layerhealth Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Strict evaluation centers on healthcare data interoperability, strict clinical data privacy standards (HIPAA/PHI), and enterprise AI integration.

📋 Preparation Priorities (Key Areas to Clarify):

1. Proposing move-fast-and-break-things engineering approaches that compromise healthcare data privacy or regulatory compliance.
2. Superficial understanding of clinical workflows and administrative friction points in hospitals.
3. Inability to explain complex technical medical data pipelines to non-technical clinical stakeholders.

✨ Recommended Role Alignment Hook:

I build secure, interoperable health data infrastructure that empowers clinical teams without ever compromising patient privacy.

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