Customer Success Manager
Full-time, W2
Remote. Must be physically located in the United States while working
To apply for this position, please reach out to careers@oursprivacy.com with “Customer Success Manager” in the subject line, along with:
Your resume
A brief summary of your experience leading customer success or support teams, driving client satisfaction, and building scalable processes (e.g. managing SLAs, mentoring team members, setting up success metrics, partnering with product/engineering, handling escalations)
About Ours Privacy:
Ours Privacy is building the future of marketing infrastructure for healthcare.
Our full-stack privacy solution is built specifically for healthcare marketers navigating today’s complex regulatory environment. We offer both a healthcare-focused customer data platform (CDP) and consent management platform (CMP) in one integrated solution, empowering healthcare organizations to track, analyze and optimize their campaigns while remaining compliant with HIPAA and state privacy laws.
The BAA-backed platform sits between digital properties and every tag, pixel, or API, letting you decide exactly which fields stay in-house and which de-identified signals reach Google Ads, Meta, StackAdapt, GA4, etc. With Ours Privacy, you have full control over any user or event attribute, auto-respect consent banners, and still deliver the conversion feedback ad platforms need to optimize.
This approach is widely used across the industry and explicitly mentioned in the HHS’ latest guidance on tracking pixels: “The regulated entity can choose to establish a BAA with…a CDP vendor, that will de-identify online tracking information that includes PHI and then…disclose only de-identified information to [e.g., Meta, Google].”
Ours Privacy is trusted by many of the largest digital health companies, health systems, and medical brands across the country. We are one of the fastest growing SaaS companies in the country and as demand accelerates, we are expanding our team, product and reach as we become the standard for privacy-safe marketing in healthcare.
About the role:
We are scaling quickly, and as part of our growth, we are looking for a manager to lead our support team.
You’ll oversee a team of Technical Success Engineers and Customer Support Specialists, ensuring day-to-day excellence in support, smooth onboarding and consistent delivery of value to clients. You’ll also set the strategy and processes that make our support function scalable as we grow.
This is a player-coach role: you’ll manage, mentor, and prioritize for the team, while also rolling up your sleeves to handle escalations, improve processes and ensure customer satisfaction.
What you’ll do:
Lead and develop a team of Technical Success Engineers and a Customer Support Specialists
Ensure SLAs are met for support tickets and implementations
Serve as the escalation point for complex or sensitive client issues
Establish and refine processes for onboarding, support ops, and integration testing
Track and report on support metrics (ticket volume, resolution time, CSAT, etc.)
Partner with Account Management / CSMs on proactive client health and satisfaction
Monitor customer support channels and identify trends and areas for improvement
Develop and implement training programs to enhance support specialist knowledge and skills
Collaborate with Product and Engineering to share client feedback and advocate for customer needs
Build and document playbooks to make support scalable and repeatable while maintaining consistent, high quality
Hire and onboard new team members as the team expands
The ideal candidate is/has:
5+ years in customer success, support, or technical account management, including 1-2 years in a management role and 1-2 years in a startup environment
Proven leadership and people management skills: you’ve coached, motivated, and grown high-performing teams
Experience with technical SaaS products (APIs, integrations, event tracking). Comfortable digging into setups, debugging issues, and guiding clients through solutions
Commitment to operational excellence: you hold a high bar for quality, strive for perfection in delivery, and continuously refine how the team works
Growth mindset: you like building processes, systems, and dashboards that improve our delivery of support and scale
Strong communicator and problem-solver, able to translate between technical and non-technical audiences
Proficiency with support tools (Zendesk, Intercom, HubSpot, or similar) and ease working in ticket queues
Deep empathy for customers and a track record of driving satisfaction and retention
Highly organized, detail-oriented, and skilled at bringing structure to fast-moving environments
Resourceful and independent: you take initiative to fix what’s broken and improve what’s working
Familiarity with or willingness to quickly learn the privacy and regulatory landscape (HIPAA, CCPA, etc.)
Bonus: Hands-on experience with Google Tag Manager (custom tags and triggers), GA4, server-side event tracking, and attribution in ad platforms
Bonus: Background in healthcare, healthcare marketing, or marketing tech
Why you’ll love working with Ours Privacy:
We’re at the forefront of privacy-focused marketing and offer a unique, fast-paced opportunity to shape the future of the industry
We are a growing, remote-first team that values flexibility, output, and impact
You’ll have the opportunity to work with an innovative product in a rapidly expanding space
We operate with a deep commitment to privacy and helping marketers thrive while respecting user data
You’ll play a pivotal role in our company’s growth and success, shaping the product, client experience, and overall strategy
Benefits include: Competitive pay, 15 days PTO, equity in the company, 401k and health insurance
Equal Opportunity Employer
We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.
Share Listing