Who We Are
We are a fast-growing vertical SaaS company that leverages innovation and disruptive technologies to improve consumer experiences, outcomes, and predictability in elective medicine. Our team thrives on challenges, embraces change, and is dedicated to transforming our industry.
Adoreal is scaling rapidly, and this role is designed to support growth. As we automate more of our content production, scheduling, and reporting processes, we are looking for a strategic operator who can take on high-impact work that supports both our social media and broader growth marketing efforts.
Who We Are Looking For
We are seeking a proactive and empathetic Customer Success Manager with a passion for technology and a proven ability to support US based clients. You should be a confident communicator with native-level English fluency, able to manage conversations with professionalism, clarity, and cultural sensitivity. You are capable of listening and managing customer needs, and also able to confidently navigate and resolve complex technical issues.
The ideal candidate has hands-on experience managing support tickets and troubleshooting workflows, ideally in a SaaS or digital health environment. You're organized, collaborative, and tech-savvy—eager to identify customer pain points, translate feedback into product insights, and reduce operational friction through self-service tools and automation.
Responsibilities
- The Customer Success Manager (CSM) is the first point of contact for clinics and consumers and is responsible for both direct client support and leading the operational success of the global support team. This includes:
- Team Leadership & Development Lead and manage a small, distributed team of 2 customer success associates across different time zones, fostering collaboration, accountability, and high performance. Provide regular coaching, performance feedback, and professional development support. Define clear goals, roles, and responsibilities to ensure team alignment and coverage.
- Process Design & Enablement Create and maintain clear outlines, playbooks, training guides, and processes to enable the team to deliver consistent, high-quality customer support. Continuously evaluate and improve operational workflows to enhance scalability, efficiency, and client satisfaction.
- System Training & Troubleshooting Provide hands-on training sessions to clinic staff. Troubleshoot technical issues in collaboration with internal teams. Act as the system knowledge expert for clinic staff, resolving operational queries.
- Customer Support & Issue Resolution Ensure patient inquiries and clinic issues are covered at all times, with a 24-hour response time for all support requests. Coordinate internally to escalate critical issues to the right teams when needed.
- Collect & Summarize Feedback Track and document bugs, common issues, and feature requests. Provide weekly reports to Product Managers & Growth Development Executives (GDEs). Identify patterns and recurring pain points to help improve the platform.
- Support Product Releases Stay updated on new features, UI updates, and bug fixes. Work with the Product team to create Release Notes for clinics. Ensure clinics and team members are properly trained on new features.
- Resource Development & Automation Create self-service tools (FAQs, training videos, documentation). Explore AI-driven automation (e.g., chatbots, predictive troubleshooting) to reduce repetitive support tasks
Requirements
- 3-5 years of experience in customer success, client services, or technical support—preferably within healthtech, digital health, or B2B SaaS.
- Proven experience working with international healthcare clients and supporting multi-region deployments.
- Strong familiarity with support ticketing systems including triaging, prioritizing, and resolving technical issues.
- Competence in basic troubleshooting and escalation processes, working cross-functionally with product and engineering teams.
- Comfort using tools such as CRM systems, and knowledge base platforms.
- Experience creating or maintaining help center content, training documentation, or self-service resources.
- Excellent organizational skills and a mindset oriented toward efficiency, scalability, and proactive problem-solving.
- Willingness to work flexible hours as needed to support clients across global time zones, with occasional after-hours or weekend responsibilities
Benefits
Why Adoreal?
Joining Adoreal means becoming part of a high-performing, ambitious team that works hard, achieves extraordinary results, and enjoys the rewards that follow. Every employee receives equity, aligning us all in our shared success. Promotions and growth opportunities are limitless, driven only by your performance and dedication to our core principles:
- We do what is best for the company, not what is best for individuals of the company—we take pride in our work, but not in pride itself—the success of Adoreal is more important than our egos.
- We always share relevant information and admit our mistakes freely and openly (even when it is worrisome or uncomfortable to do so). Candid communication and a solution-oriented mindset is rewarded.
- We innovate by finding the right problems, then solving them. We thrive on change that minimizes complexity and improves situations for our stakeholders.
- We incentivize efficient results & people over process and focus only on the work that creates the most value for our stakeholders.
- We are quietly confident and openly humble, being tenacious in our quest to perform and inspire others with our thirst for excellence.
- We do not bow up and knock down—we care about our teammates and treat all of them with respect, regardless of their level within the company.
- We are steadfast in our pursuit to better our company, our colleagues, and ourselves. When we hire, we only hire people who bleed our principles and who will hopefully be our replacement one day.
At this time, Adoreal is not offering visa sponsorship for this position. Candidates must have current and valid authorization to work in the country where they are applying. We comply with all applicable employment and immigration laws, including U.S. regulations, and encourage applicants to verify their work authorization status before applying.
Adoreal is an equal opportunity employer committed to fostering a diverse, inclusive, and fair workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable U.S. law (EEOC) or local employment regulations where we operate. We encourage applications from candidates of all backgrounds.
Accommodations for disabilities are available upon request throughout the recruitment process.
*We are not working with search firms for this role, thank you*
