Customer Success Manager

Why YouShift exists YouShift automates clinical scheduling end-to-end. Admins configure their group's rules once (coverage requirements, fairness constraints, physician contracts, time-off policies) and our engine generates optimized schedules in minutes instead of the days it takes manually. Clinicians submit shift preferences and time-off requests through the app, swap shifts with each other directly, and get visibility into their schedules in real time. We're now expanding into labor cost intelligence, giving health system leaders direct line of sight into what their workforce is actually costing them, where the leaks are (locums, overtime, unfilled shifts), and how to fix them. Our customers are clinical leaders (CMOs, COOs, VPs of Workforce) and they're trusting us with one of their hardest operational problems. The role We're hiring our first dedicated Customer Success Manager. You'll own the post-sale relationship across our 10 client groups and 2000+ physicians on the platform, and you'll build the function as we grow. Your first 60 days Days 1–30 : Shadow our founders on client calls. Get deep on the product, the healthcare workflows, and the specific pain points each group is solving. Lead your first onboarding for a few new groups. Days 31–60 : Own implementations/onboardings end-to-end for new groups. Build the standard onboarding playbook — kickoff agendas, training materials, success milestones — that we'll use for every group going forward. What you'll do day to day Run implementations and onboarding for new groups Train schedulers, physician leads, and clinical operations teams on the platform Catch and report bugs; turn user feedback into clear product input Build the playbooks, templates, and processes that scale customer success beyond a one-person effort Be the voice of the customer in every product, sales, and strategy conversation internally Who you are You genuinely like people and they like you back. You're warm, responsive, and good at building trust quickly. You're organized, and proactive. You follow up without being asked, you keep track of every open thread, and clients never feel forgotten. You're comfortable being the bridge between non-technical clinical users and an engineering team, translating frustration into actionable bug reports and feature requests. You thrive in early-stage chaos. We're early-stage, so you'll be writing your own playbook and figuring things out as you go. Excellent written and spoken English. You'll be on calls with US-based clinical leaders weekly. Healthcare or SaaS experience (B2B SaaS customer success, account management) is a plus, but not required. What matters most is that you care about our customers and want to help them succeed. Tell us briefly: what's a time you turned a frustrated client into a champion? What made the difference?