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 looking for a hands on Customer Success Manager who has previously led a customer support function and is excited to roll up their sleeves as our primary representative for U.S. based clients. You will be responsible not just for delivering world class support, but also for setting up scalable processes, implementing tools, and shaping our customer experience strategy. You will also manage a small but growing support team, starting with at least two direct reports.
You will thrive in this role if you are both empathetic and systems minded. You understand the human side of support and also how to build workflows that scale. You have managed support teams before, know what good looks like, and can confidently advise on best practices, tooling, and automation strategies.
What You Will Do
- Serve as the first line of support for U.S. customers, ensuring fast, clear, and empathetic resolution of issues
- Manage and mentor at least two direct reports while helping to build the broader support function
- Design and refine internal support processes, ticketing workflows, and escalation paths
- Select and implement systems such as helpdesk tools, automation, and self service options to improve efficiency and customer satisfaction
- Collect customer feedback and distill insights to inform product, engineering, and operational improvements
- Collaborate cross functionally with product, marketing, and sales to ensure a seamless customer journey
Who You Are
- You have managed a customer service or success team, ideally in a SaaS or digital health setting
- You are a confident communicator with native level English fluency, culturally attuned to U.S. customer expectations
- You are comfortable working independently, wearing many hats, and building from scratch
- You are detail oriented, tech savvy, and comfortable navigating technical issues with product or engineering teams
- You are passionate about improving systems and reducing operational friction, whether through better tools or better processes
Requirements
- 5-7 years of experience in customer success, client services, or technical support—preferably within healthtech, digital health, or B2B SaaS.
- 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.
- 3-5 years of experience managing a team of employees focused on hiring, interviewing, training and performance management
- 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 direct reports 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*
