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Salary: USD 80,000 - 90,000 / annual
Olli Health, a Series A healthtech startup, is seeking a Customer Success Manager to serve as a trusted advisor for Home Health and Hospice clients. This role is central to ensuring customers successfully adopt the Olli platform, achieve operational goals, and receive exceptional ongoing support.
You will be the primary point of contact for a portfolio of Home Health and Hospice agencies, developing strong relationships with agency leadership, clinicians, QA teams, coding staff, and operational stakeholders. Key responsibilities include conducting customer training sessions for new users, hosting recurring customer meetings (weekly, bi-weekly, monthly, and quarterly business reviews), and monitoring customer health metrics including platform utilization, turnaround times, query trends, and quality indicators.
You'll coordinate with internal Operations, QA, Product, Engineering, and Vendor Management teams to resolve customer issues and drive successful outcomes. This includes managing customer requests, product enhancement submissions, and operational escalations while providing timely communication. You'll guide customers in optimizing clinical documentation, coding workflows, and OASIS processes using Olli best practices, and support customer retention by building trusted partnerships and consistently delivering exceptional customer experience.
The ideal candidate combines clinical expertise with outstanding relationship management and project coordination skills. You should have a minimum of 2 years of experience in Customer Success, Account Management, Clinical Consulting, Implementation, or Healthcare Operations, with a strong understanding of Home Health clinical workflows, OASIS documentation, and Medicare regulations. Recent Home Health field experience performing OASIS assessments is highly valued, as are certifications such as HCS-O, COS-C, HCS-D, or hospice coding credentials.
You'll need exceptional communication and presentation skills, strong project management abilities, and comfort managing multiple customer accounts and competing priorities simultaneously. A proactive problem-solving mindset, ability to simplify complex clinical workflows into practical guidance, and collaborative experience across Operations, Product, Engineering, and Clinical teams are essential. Preferred qualifications include experience with Home Health EMRs (Homecare Homebase, Wellsky, MatrixCare), knowledge of ICD-10 coding, experience supporting SaaS or healthcare technology platforms, and startup or high-growth healthcare technology environment experience. Occasional travel for onsite onboarding, training, or customer meetings is expected.
