Customer Success Manager, SMB

🏢 Zocdoc · 📍 New York, NY

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Position Summary & Responsibilities

Our Mission

You call. You wait. You call again. In every other part of your life, you book in seconds. In healthcare, you’re blocked.

We’re here to give power to the patient.

For nearly 20 years, we’ve built the leading healthcare marketplace - helping tens of millions of people find and book the care they need. Now, we’re going further: building our infrastructure beyond Zocdoc’s marketplace to power access to care wherever patients search, from provider websites and insurance directories to search engines, AI platforms, and more.

Healthcare still lacks something every other major consumer industry takes for granted: a seamless way to go from seeking to getting. We don’t want to own the front door to care; there isn't one. We want to make sure all of those doors open when patients are knocking.

Fixing healthcare starts with fixing access to it. And we're still just getting started.

Your impact on our mission

Customer Success Managers are the driving force in helping existing Zocdoc providers maximize their performance and experience on the Zocdoc platform. Our goal is to make each practice more successful by understanding the practice goals, upselling additional products and features, offering solutions to drive booking volume and improving overall practice performance. A successful candidate will be an expert in the Zocdoc product, and be able to navigate complex practice operations to re-align value and optimize providers’ success on Zocdoc.

You’ll enjoy this role if you are…

Passionate about ensuring provider satisfaction by conducting client meetings to understand a practice’s goals and pain points in order to drive feature adoption, utilization, and retention
Personally driven by building fast relationships with key stakeholders and decision makers in order to instill trust to see strong results
Able to have challenging conversations in order to advise, influence others and handle objections effectively
Able to balance sales conversations with project management and working with internal stakeholder teams
Motivated by learning and can quickly grasp and apply new ideas & solutions
Someone who actively seeks out feedback from sales leadership to adapt and implement improved sales st

🎯 Candidate Preparation Guide For Zocdoc Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Assessing product-driven empathy for the healthcare consumer, rigorous data-backed execution, and alignment with their mission to eliminate healthcare friction.

📋 Preparation Priorities (Key Areas to Clarify):

1. Proposing monetization strategies that compromise user trust or patient experience.
2. Ignoring regulatory or HIPAA compliance nuances when discussing product expansion.
3. Relying purely on gut feel without referencing metrics or experimentation frameworks.

✨ Recommended Role Alignment Hook:

I build high-velocity digital marketplaces that relentlessly remove operational friction to drastically improve user conversion and trust.

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