Customer Success Manager

Customer Success Manager – RISE

About RISE:

RISE is a fast-growing consumer healthcare brand helping patients access physician-guided treatment through a simple online experience, pharmacy fulfillment, and ongoing support. We are building a high-touch patient experience and need someone who can own communication from the moment a patient enters the funnel through delivery and follow-up.

Role Overview:

We are hiring a Customer Success Manager to manage patient communication, recover abandoned orders, coordinate with our pharmacy and doctor network, and make sure every patient receives a smooth, responsive experience. This person will be the front line of RISE’s customer relationship and the connective tissue between patients, providers, and fulfillment partners.

Responsibilities:

• Contact patients after their order is delivered to confirm they received it, answer questions, and support retention

• Call and follow up with prospective patients who completed the funnel but did not place an order

• Pick up inbound calls and respond quickly to patient questions

• Message patients through the portal regarding missing information, order issues, prescription status, shipment updates, and follow-up needs

• Coordinate internal communication between the pharmacy, doctor network, and customers

• Track unresolved patient issues and make sure they are closed quickly

• Help improve conversion by understanding why patients drop off and bringing those insights back to the team

• Maintain accurate notes in the CRM / patient management system

• Escalate clinical, pharmacy, compliance, or fulfillment issues to the right internal partner

• Represent RISE with professionalism, empathy, urgency, and discretion

Ideal Candidate:

• 1–4+ years of experience in customer success, patient support, sales support, healthcare operations, or a similar role

• Comfortable making outbound calls and speaking with patients by phone

• Strong written communication skills for portal, SMS, email, and internal updates

• Highly organized and able to manage many patient conversations at once

• Calm under pressure and strong at resolving issues quickly

• Comfortable working across multiple stakeholders, including doctors, pharmacies, operations, and customers

• Experience in telehealth, healthcare, pharmacy, wellness, or direct-to-consumer brands is a plus

• Sales-minded enough to follow up with abandoned funnel leads, but patient-first in tone

• Discreet with sensitive health information and comfortable following compliance guidelines

What Success Looks Like:

• Patients receive fast, clear communication after ordering

• More funnel drop-offs are converted into completed orders

• Pharmacy, doctor network, and patient communication is organized and accountable

• Customer issues are resolved quickly without falling through the cracks

• RISE builds a reputation for responsive, high-touch patient care

Compensation:

Competitive salary based on experience, with potential performance incentives tied to conversion, retention, and customer satisfaction.

How to Apply:

Send your resume and a short note on why you would be a strong fit for a fast-moving healthcare customer success role.

Customer Success Manager