Customer Success Manager

About Interactly.ai

Interactly.ai is transforming healthcare operations with AI-powered automation across scheduling, lab follow-ups, eligibility checks, prior authorization, insurance verification, and more. Our multimodal AI agents work across voice, email, chat, fax, and EHR integrations, improving patient access, reducing staff burden, and accelerating care delivery. We already serve 2,000+ physicians and healthcare providers, delivering measurable outcomes such as 20–30% fewer no-shows and thousands of staff hours saved.

Role Overview

We are looking for a Customer Success Manager to own the post-sale relationship with our US healthcare customers - medical groups, specialty practices, and health systems. You will make sure our AI agents go live smoothly, get adopted by front-office and revenue cycle teams, and deliver outcomes customers can see in their numbers. Based in Hyderabad and working closely with our Head of Customer Success and US go-to-market team, you will be the person our customers trust to make Interactly.ai work for them, and the person our product team relies on to understand what customers actually need.

Key Responsibilities

• Act as the primary point of contact for a portfolio of US healthcare accounts, from post-signature handoff through renewal.
• Partner with implementation, solutions, and engineering to configure workflows and EHR/PMS integrations, and launch on schedule.
• Agree on success metrics with each customer at kickoff, track adoption, automation rates, no-show reduction, staff hours saved, lead QBRs and executive reviews.
• Monitor account health, flag churn risk early, own renewals, and identify expansion into new workflows (eligibility, prior authorization, lab follow-ups) with the sales team.
• Own customer issues end to end across support, engineering, and leadership until they are resolved and the customer is confident again.
• Bring structured, prioritized feedback to product and engineering to shape the roadmap.
• Help define CS processes, health scoring, onboarding templates, and documentation as the function scales.

Qualifications

• Experience with 8–10 years of total experience, with a substantial portion in customer success, account management, or client delivery. Strong profiles with 6+ years will be considered.
• Minimum 2 years in US healthcare (provider, payer, RCM, or health-tech), ideally within the last 2–3 years.
• B2B SaaS background with direct US client exposure, comfortable running calls and business reviews with practice managers, operations leaders, and executives.
• Working knowledge of US healthcare workflows such as scheduling and patient access, eligibility and benefits verification, prior authorization, and revenue cycle.
• Comfortable building reports and dashboards, working in Excel/Sheets and a CRM, and turning data into a clear value story.
• Bachelor's degree in engineering. An MBA is a plus, not a requirement.
• Location: Hyderabad-based or willing to relocate, able to work with overlap with US time zones.
• Availability: Able to join within 2 weeks. Immediate joiners will be prioritized.

Bonus / Preferred Skills (not mandatory)

• Hands-on exposure to EHR/PMS platforms such as Epic, athenahealth, eClinicalWorks, or NextGen.
• Experience with AI, automation, or conversational/voice products.
• Familiarity with HIPAA and compliance considerations in customer deployments.
• Experience at an early-stage company or helping build a CS function from scratch.

Interview Process

Three rounds, designed to move quickly:

1. Head of Customer Success - customer success approach, account ownership, and US client experience.
2. India Site Leader - collaboration, ownership, and fit with the Hyderabad team.
3. CEO - final conversation on vision, values, and long-term fit.