Customer Success Manager

Customer Success Manager Hi, I’m Shun, founder and CEO of Anima. I left my career as a doctor because I was tired of seeing patients die from delays and misdiagnosis. Our mission is to deliver precision medicine to anyone, anywhere, in under 24 hours. Our platform already serves millions of patients and 10xs the capacity of doctors. But the truth is, we’re just getting started. We’re building toward a superhuman, personalised medicine agent that could go well beyond humans, crunching tens of thousands of low level features at genome and transcriptome level. We’re a tight crew of builders and operations working at the cutting edge of healthcare reinforcement learning and agentic AI, and we’re looking for exceptional people to join us. If you want your skills to have the highest possible stakes, you belong at Anima. Your work here will save lives. Period. We’re looking for someone who: - Has 3+ years in B2B SaaS Customer Success at a high-growth startup. You understand what it takes to onboard, retain and grow complex accounts in a fast-paced environment. - Has a track record of driving retention and surfacing expansion opportunities. You’ve protected revenue, reduced churn, and built the playbooks to make it repeatable. - Is a gifted relationship builder who reads people fast, earns trust quickly, and can coach clinicians and practice managers toward real behaviour change. - Is obsessed with customer experience. You go to extreme lengths to deliver an exceptional customer experience. - Is self-starting and organised. You are intrinsically motivated and are always on top of everything you need to do. What to expect in the role: - You’ll work in one of the most important parts of the business with a mission-driven team. We’re a tight knit unit working relentlessly to drive unprecedented growth and retention for the company. - You’ll own a portfolio of Anima customers end to end. That means onboarding new clinics, driving adoption, fanaticism and best-in-class customer retention. - You’ll protect and grow the existing revenue base by building deep relationships, spotting churn risks early and driving expansion conversations. - You’ll be a powerful conduit between users and our product teams, translating clinical and administrative pain points into actionable insights that shape future iterations of Anima. - You’ll build and iterate on CS playbooks, processes and data-driven frameworks that make user fanaticism repeatable and scalable as we grow from hundreds of practices to thousands.