Customer Success Manager

1 week ago

Oklahoma City Metropolitan Area, United States Apricot Full time

Role Overview

We're looking for a proactive, insight-driven Customer Success Manager to join our Customer Experience team. You'll be a key contact for many of our agency partners, guiding them through onboarding, answering questions, and making sure they feel supported at every step.

In this role, you'll manage relationships with accounts, support new customer rollouts, and collaborate with field staff, QA teams, and leadership to keep things running smoothly.

You'll report to our Director of Customer Experience and work closely with other members of the CX and Product teams.

Curiosity, empathy, and strong communication skills are essential — you should be comfortable spotting patterns, surfacing opportunities, and helping shape a better experience for our customers.

Responsibilities

  • Serve as the day-to-day point of contact for home health agencies
  • Support new customer onboarding, including coordinating, training sessions, and stakeholder communication
  • Lead onboarding calls and live trainings for clinical and office staff — presenting clearly and confidently
  • Proactively manage relationships with field clinicians, QA teams, clinical managers, and agency leadership to ensure continued engagement and long-term retention
  • Respond to users and customers with clear, thoughtful, professional communication
  • Surface patterns, blockers, and product feedback to the CX and Product teams
  • Help build and refine internal documentation and support workflows as we grow
  • Collaborate cross-functionally with support, product, and engineering to ensure customer needs are met
  • Contribute to a supportive, collaborative team culture with a shared commitment to solving meaningful problems

Requirements

  • 2+ years of Customer Success experience or similar experience in client relationship management, customer onboarding and other customer engagement
  • Exceptional communicator — strong written skills, confident presenter, and comfortable leading live trainings or Q&A sessions over Zoom
  • Ability to build and maintain trust with a wide range of users — from field nurses to executives
  • Organized and proactive — able to manage multiple accounts and track moving pieces across implementations
  • Comfortable navigating ambiguity, shifting priorities, and fast-changing environments
  • Strong interpersonal skills — you know how to listen, clarify, and follow through
  • Passionate about making healthcare better for the people who deliver it
  • Comfortable working in Slack, Zendesk, and other collaboration tools
  • Willingness to travel occasionally for customer visits, shadowing, or onsite onboarding (optional, but preferred)

Preferred Qualifications

  • Experience in customer-facing roles such as support, onboarding, customer success, or implementation
  • Proven ability to navigate complex, high-trust environments and solve problems with care and precision
  • Familiarity with healthcare or EMR systems and experience working with clinical and operational teams is a plus
  • Background in a software or tech company is preferred

Why Join Apricot?

We're not just building a product — we're building a company that centers nurses, prioritizes patient care, and rethinks what's possible in home health.

As a member of the Apricot team, you'll work closely with our customers, play a key role in shaping our support and onboarding strategy, and contribute directly to the success of a fast-growing healthcare startup. We're a team that values curiosity, ownership, and mission-driven work. If you're excited to support meaningful change — and help us build something exceptional from the ground up — we'd love to hear from you.

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