Senior Customer Success Manager

Calling your doctor shouldn't be harder than seeing your doctor. But at most practices, patients wait on hold, front-office staff drown in ring queues, and revenue walks out the door with every missed call. Transform9 builds AI agents that answer every call for physician practices — scheduling appointments, routing callers, and resolving routine requests in seconds, around the clock. Our agents integrate directly with each practice's EHR, practice management, and phone systems, and adapt to how their front office actually works. Our agents have handled millions of patient calls for thousands of providers, cut average hold times by 90%, and decreased call abandonment by 80%. We're headquartered in Birmingham, AL, and growing fast. About the role Our product answers the phone for medical practices — which means our clients feel our performance every single day. You'll own a portfolio of 5–10 enterprise platform accounts representing 30–50 practices: driving adoption, proving ROI in their own numbers, and growing each account. You're the client's advocate inside Transform9 and the person they trust when something needs fixing. What you'll do Own renewals and expansion for a portfolio of 5–10 enterprise platform accounts (30–50 practices) Lead onboarding alongside implementation and drive fast time-to-value Run quarterly business reviews with practice leadership using their own metrics: answer rates, hold times, schedule utilization Monitor account health and intervene early on risk signals Identify expansion opportunities — new locations, new specialties, new workflows Channel structured client feedback to product Location Remote (US) with approximately 25% travel to client practices. If you're in the Birmingham, AL area, this role is hybrid from our office (3 days in office / 2 remote). 3+ years in account management or customer success at a B2B SaaS company Comfort with data — you can build the usage and ROI story from platform metrics Strong executive-level communication; calm and structured under escalation Fluency with CRM and customer success tooling Nice to have Experience serving healthcare providers Experience with land-and-expand account growth Top-tier health coverage: medical, dental & vision 401(k) Paid time off + holidays, and paid parental leave If you want to fix the front door of healthcare, we'd love to hear from you. Transform9 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Note: the Transform9 team will only email you from a transform9.com email address.