Customer Success Manager
Job Summary Customer Success Manager will serve as the dedicated relationship and performance partner for our Bay Area hospital clients. This role is focused on ensuring an outstanding discharge and transport experience by working directly with case management teams, discharge planners, nursing supervisors, and hospital liaisons. The Customer Success Manager will proactively identify service breakdown patterns, resolve concerns, and strengthen trust through consistent presence and responsiveness. Responsibilities Serve as the primary point of contact for assigned Bay Area hospitals and healthcare partners Conduct regular onsite visits and relationship check-ins with discharge planning and case management teams Build strong rapport with hospital liaisons and operational stakeholders Investigate recurring delays, missed ETAs, and friction points in patient movement workflows Partner with dispatch and operations teams to implement corrective improvements Track trends and report actionable insights to leadership Lead structured “voice of customer” conversations with frustrated discharge planners Own service recovery: respond quickly, listen deeply, and ensure follow-through Turn escalations into opportunities for trust-building Support hospital onboarding, workflow alignment, and process optimization Help implement feedback tools such as Net Promoter Score (NPS) surveys Skills 3+ years in healthcare customer success, hospital operations, case management support, or EMS coordination preferred Strong interpersonal presence and emotional intelligence Comfortable in hospital environments and able to build credibility quickly Data-informed mindset: able to identify patterns and recommend improvements Come be part of an exciting and fast paced team! Medic is on the cutting edge of EMS with exciting advancement opportunities. Visit https://www.medicambulance.net to learn more about our company or to access our online application! Medic Ambulance Service is an Equal Opportunity Employer and all qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Pay: $75,000.00 - $105,000.00 per year Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Work Location: In person