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Forus is building an AI-powered network connecting doctors, pharmacies, payers, and biopharma companies to accelerate new science to patients. The platform automates the complexity between prescription and patient treatment initiation, including insurance coverage, financial assistance, and supply chain navigation. Forus has raised $300M+ from leading investors and already supports patients across 85%+ of US ZIP codes while partnering with 9 of the top 15 largest biopharma companies.
The Provider Success team is responsible for driving adoption, expansion, and partnership building once medical practices or health systems begin using the platform. As a Customer Success Manager, you will own the end-to-end journey for a portfolio of provider organizations, serving as their primary strategic partner from onboarding through activation, adoption, expansion, retention, and advocacy.
Key responsibilities include:
- Owning a portfolio of provider organizations through their complete lifecycle, acting as primary strategic partner
- Leading providers through workflow change by mapping stakeholders, building champions, securing executive buy-in, and expanding usage across teams
- Building trusted relationships with provider teams at all levels, from frontline staff to executive leadership
- Analyzing account health, adoption patterns, and operational friction to identify risks and expansion opportunities
- Leading business reviews, adoption reviews, and strategic planning conversations
- Owning provider escalations end-to-end, coordinating across Operations and Product teams
- Defining and refining the Provider Success playbook, including onboarding plans, adoption frameworks, lifecycle stages, health metrics, and escalation paths
This is a demanding role requiring high autonomy, ownership mentality, and commitment to company success. You will work in Forus's SoHo office in a high-trust environment with high autonomy, operating according to principles of rigor, resourceful optimism, direct communication, high execution standards, and user-centric focus.
Requirements:
- 2–10 years of experience in customer success, implementation, account management, client service, post-sales operations, or another customer-facing role, with a track record of owning customers through onboarding, adoption, expansion, retention, and escalation
- Consultative approach to customer relationships; ability to understand how organizations work, identify priorities, and guide stakeholders toward measurable outcomes
- Strong operational and analytical judgment; ability to manage a portfolio rigorously, use data to diagnose friction, and distinguish isolated requests from patterns requiring action
- Strong written and verbal communication enabling trust-building with providers, internal team alignment, and follow-through
- Track record of moving quickly, finding shortcuts, and going to unreasonable lengths to deliver on goals
- High NPS with former teammates
