Customer Success Manager

ABOUT US Forus is building an AI-powered network that connects doctors, pharmacies, payers, and biopharma to accelerate new science to patients. Our platform automates the complexity between a doctor prescribing a medicine and a patient starting treatment, including insurance coverage, financial assistance, and supply chain navigation. We provide this support free to doctors and patients, helping them get life-changing medicine faster, cheaper, and easier. The resulting network enables biopharma companies to design better research, launch new drugs more effectively, and invest in harder-to-treat conditions. Forus has exceptional product-market fit and is growing rapidly through organic adoption: - Accelerating scale: We already support patients across more than 80% of ZIP codes and partner with 5 of the 10 largest biopharma companies in the world. - AI-native, durable model: Our business becomes stronger as AI improves, as every new doctor, patient, and partner makes the network more valuable. - Backing to build for the long term: We raised $160M+ from leading investors to build an exceptional team and unlock the full scale of the opportunity. Our number one priority is scaling to market demand. We are looking for individuals who are high horsepower, high throughput, and hyper resourceful to help us increase capacity and grow. We move fast and need to move faster. If we succeed, science will be the only limit to medicine. All full-time roles are in person in New York. ABOUT THE ROLE The Provider Success team at Forus is responsible for what happens once a medical practice or health system starts using our platform: driving adoption, expanding usage, building lasting partnerships, and turning users into advocates. Our goal is to help provider organizations embed Forus into their daily operations and continuously expand the impact they receive from the platform. You will own that journey end-to-end, translating what we learn from practices into new product direction, stronger playbooks, and better workflows. You will work directly with providers to drive workflow transformation, stakeholder alignment, adoption, and growth while helping build the systems and processes that allow Provider Success to scale across thousands of practices and systems. This is a demanding role, with a high level of autonomy and responsibility. You will be expected to "act like an owner" and commit yourself to Forus's success. If you are low-ego, hungry to learn, and excited about intense, impactful work that drives company growth and accelerated career progression, we want to hear from you. IF YOU JOIN, YOU WILL: - Own a portfolio of provider organizations, serving as their primary strategic partner and driving long-term adoption, growth, and advocacy - Lead providers through workflow change: map stakeholders, build champions, secure executive buy-in, and drive adoption across teams, locations, specialties, and users - Build trusted relationships with provider teams at every level, from frontline staff to leadership, creating users who actively advocate for Forus internally and externally - Analyze account health, adoption patterns, provider behavior, and operational friction to identify risks, uncover opportunities, and drive action - Lead business reviews, adoption reviews, and strategic planning conversations that connect provider goals to measurable outcomes and continued platform expansion - Serve as the provider’s voice inside Forus, partnering with Product, Operations, and Engineering to turn what you see across accounts into what we build and solve next - Define and refine the Provider Success playbook, including onboarding plans, adoption frameworks, lifecycle stages, health metrics, escalation paths, stakeholder engagement models, and SOPs WE’RE LOOKING FOR YOU IF YOU HAVE: - 2-10 years of experience in customer success, implementation, account management, client service, post-sales operations, or another customer-facing role with meaningful ownership - Experience owning customers after sale, including onboarding, stakeholder management, activation, expansion, retention, and escalation - Consultative approach to customer relationships: you can understand how an organization works, identify what matters, and guide customers toward measurable outcomes - Comfort building process in ambiguity, including playbooks, health metrics, handoffs, documentation, escalation paths, and repeatable operating rhythms - Strong written and verbal communication that helps you build trust with providers, align internal teams, and drive follow-through - Track record of moving quickly, improving as you learn, and going to unreasonable lengths to deliver on goals - High NPS https://www.surveymonkey.com/mp/nps-calculator/ with your former teammates This is a list of ideal qualifications for this position. If you don't meet every single one of them, you should still consider applying! We’re excited to work with people from underrepresented backgrounds, and we encourage people from all backgrounds to apply. WORKING WITH US Forus is based in New York, with our full team working out of a beautiful and spacious office in SoHo.  We run as a high-trust environment with high autonomy, which requires that everyone is fully competent and operates in line with our principles: - Do the math. Be rigorous, assume nothing. Break problems down and reason from the ground up. - Expand the solution space. Be resourceful and audacious. Resist false constraints and push beyond the obvious before committing. - Spit it out. Speak directly, invite critique, avoid equivocation. We want right answers, not comfortable ones. - Raise the bar together. Hold a high standard for execution, push each other directly, and win as a team. We provide competitive compensation with meaningful equity (for full-time employees). Everyone who joins will be a major contributor to our success, and we reflect this through ownership and pay. We also provide rich benefits to ensure you can focus on creating impact (for full-time employees): - Fully covered medical, vision, and dental insurance. - Memberships for One Medical, Talkspace, Teladoc, and Kindbody. - Unlimited paid time off (PTO) and 16 weeks of parental leave. - 401K plan setup, FSA option, commuter benefits, and DashPass. - Lunch at the office every day and Dinner at the office after 7 pm. Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Forus (for full-time employees). Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. Forus is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.