Customer Success Manager, SMB

The Customer Success Manager, SMB at Zocdoc in New York, NY, USA is the trusted partner who turns small‑ and medium‑size practice adoption into long‑term growth. In this role you will own the end‑to‑end journey for SMB providers—from onboarding and product adoption to renewal and expansion—ensuring they extract maximum value from Zocdoc’s platform. Your strategic guidance directly fuels revenue, improves patient access, and strengthens Zocdoc’s leadership in the digital health marketplace. With a clear path to senior leadership, you’ll scale impact across a growing portfolio, shaping best‑in‑class success frameworks that influence the broader industry while positioning yourself for advancement into senior customer success or product leadership roles.

- Drive proactive onboarding, training, and product adoption for 100+ SMB practices, delivering measurable ROI within the first 90 days.
- Monitor health metrics, usage data, and NPS scores, translating insights into actionable plans that reduce churn and boost upsell opportunities.
- Serve as the primary escalation point, resolving complex technical or workflow issues in collaboration with Engineering, Support, and Sales.
- Conduct quarterly business reviews, presenting performance dashboards and growth recommendations to practice owners and stakeholders.
- Develop and execute tailored success plans that align Zocdoc’s solutions with each practice’s operational goals and regulatory requirements.
- Advocate for customers internally, feeding product feedback into roadmap prioritization and feature development.
- Mentor junior success specialists, fostering a culture of continuous learning and data‑driven decision making.

You will report to the Director of SMB Success and work closely with cross‑functional teams—including Product, Marketing, and Account Executives—to create a seamless, patient‑centric experience. Daily activities blend strategic account planning, data analysis, and hands‑on support, requiring a blend of SaaS expertise, healthcare compliance knowledge, and strong interpersonal communication.

Joining Zocdoc means becoming part of a mission‑driven company that values transparency, innovation, and empathy. Our fast‑growing New York office offers a collaborative environment where ideas are tested quickly and impact is visible. You’ll benefit from continuous learning programs, mentorship from industry veterans, and clear promotion tracks that reward results. As the digital health sector accelerates, the Customer Success Manager, SMB role sits at the nexus of technology and patient care, giving you a unique platform to shape the future of healthcare access while advancing your own career.