Customer Success Manager

About Invoca

Invoca is the leading AI-powered conversation intelligence platform. We empower marketing, sales, customer experience, and contact center teams to unlock the intent and insights within every customer interaction – driving better customer experiences, increased revenue, and improved operational efficiency. Join our dynamic, fast-growing team, where innovation and collaboration are at the core of our culture.

We operate by five Operating Principles:

• Customers First, Anchored in “5 Whys” – We keep customers at the center, dig past the initial ask to the root cause, and play the long game to help them grow and stay.
• “Invoca Nice” = Direct + Kind – We say the hard thing directly and with care, receive feedback with curiosity, and embrace productive, respectful debate.
• Act Like an Owner – We own our outcomes, operate with high agency and a bias for action, and put impact ahead of politics.
• Raise the Bar for Everyone – We redesign what slows us down, recognize those who raise standards, and refuse to settle for mediocre work.
• Bring the Intensity – We move at “AI speed,” stay responsive and reliable, finish what we start, and meet the moment when it matters.

If these principles resonate with you, we’d love for you to join us – we are building something special.

About the Team

Our Customer Success team is the engine behind long-term customer value at Invoca. We partner closely with our Healthcare customers – from multi-location provider groups and health systems to digital health and patient-acquisition marketers – to turn conversation intelligence into measurable business outcomes. Working hand-in-hand with Sales, Product, Marketing, and Support, the team drives adoption, retention, and expansion while serving as the voice of the customer inside Invoca. We win as a team: we share playbooks, celebrate each other’s wins, and hold a high bar for the impact we deliver to the people and organizations we serve.

About the Role

We are looking for an experienced Customer Success Manager to advise and support a portfolio of customers within the Healthcare segment, managing $3–$5M in revenue. Reporting to the Vice President of Customer Success, you will leverage both human and digital touchpoints to guide customers throughout their lifecycle – driving adoption, expansion, and retention.

This is a highly strategic, relationship-driven role where you will act as a trusted advisor, helping healthcare organizations maximize their investment in Invoca’s AI-powered platform to improve patient acquisition, patient experience, and contact center performance. You will use customer data, health indicators, and automation to deliver personalized, proactive engagement that drives business impact, and you’ll collaborate with cross-functional teams to ensure customers get the right resources at the right time – always with appropriate care for the compliance-sensitive nature of healthcare data.

Our goal is to empower customers with actionable insights, making their organizations more successful because of Invoca.

You Will

• Own and manage a portfolio of Healthcare customers, deeply understanding their business goals, patient-acquisition strategies, and operational challenges to drive engagement and success.
• Develop and execute strategic account plans that maximize adoption, retention, and expansion across each account.
• Use data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message to the right customer at the right moment.
• Apply AI in your day-to-day workflow – using AI-assisted tools to analyze account health, surface risks and opportunities, prepare business reviews, and personalize