Customer Success Manager, Home Health & Hospice

Olli Health is a Series A funded healthtech startup modernizing home healthcare with advanced AI tools. The Customer Success Manager role focuses on ensuring clients successfully adopt Olli's platform, achieve operational goals, and receive exceptional support throughout their partnership.

Responsibilities:

• Serve as the primary point of contact and trusted advisor for a portfolio of Home Health and Hospice agencies
• Develop strong relationships with agency leadership, clinicians, QA teams, coding staff, and operational stakeholders
• Conduct customer training sessions for new users and provide ongoing education on platform enhancements and best practices
• Host recurring customer meetings (weekly, bi-weekly, monthly, and quarterly business reviews) to review performance, priorities, and strategic initiatives
• Monitor customer health metrics, platform utilization, turnaround times, query trends, and quality indicators to proactively identify opportunities and potential risks
• Coordinate with internal Operations, QA, Product, Engineering, and Vendor Management teams to resolve customer issues and drive successful outcomes
• Manage customer requests, product enhancement submissions, and operational escalations while providing timely communication and follow-up
• Guide customers in optimizing clinical documentation, coding workflows, and OASIS processes using Olli best practices
• Support customer retention by building trusted partnerships and consistently delivering an exceptional customer experience
• Document customer interactions, action items, and account updates to ensure visibility across internal teams
• Identify opportunities to improve internal Customer Success processes and contribute to scalable operational improvements

Requirements:

• Home Health team members with recent Home Health field experience performing OASIS assessments
• OASIS certified (HCS-O or COS-C preferred)
• Home Health Coding Certified (HCS-D) and Hospice Coding Certification (HCS-O)(preferred)
• Minimum of 2 years of experience in Customer Success, Account Management, Clinical Consulting, Implementation, or Healthcare Operations
• Strong understanding of Home Health clinical workflows, OASIS documentation, and Medicare regulations
• Exceptional communication and presentation skills with the ability to engage everyone from field clinicians to executive leadership
• Highly organized with strong project management and time management skills
• Comfortable managing multiple customer accounts and competing priorities simultaneously
• Proactive problem solver who identifies issues before they become customer concerns
• Ability to simplify complex clinical and operational workflows into practical guidance
• Collaborative mindset with experience working across Operations, Product, Engineering, and Clinical teams
• High level of accountability with a customer-first mentality
• Experience with Home Health EMRs such as Homecare Homebase, WellSky, MatrixCare, or similar platforms
• Knowledge of ICD-10 coding and home health reimbursement methodologies
• Experience supporting SaaS or healthcare technology platforms
• Experience working in a startup or high-growth healthcare technology environment
• Willingness to travel occasionally for onsite onboarding, training, or customer meetings