Job Description: CS Playbook Lead Healthcare Technology

About Us
We are a cutting-edge healthcare technology company dedicated to revolutionizing the way patients, providers, and organizations interact with healthcare systems. Our mission is to improve health outcomes, enhance care delivery, and provide innovative solutions to complex healthcare challenges.

Customer Success Playbook Lead, you'll both *build* and *run* the playbooks that make adoption repeatable across our enterprise health system accounts. You'll own customer health, drive measurable outcomes (containment, AHT reduction, no-show reduction), and turn what works in one account into a motion every CSM can execute. This is a hands-on role for someone who thrives at the intersection of product, operations, and clinical/contact-center reality.

What You'll Do

**Own customer health** across key dimensions: executive sponsor sentiment, frontline user (agent/clinician) sentiment, adoption metrics (active users, screen-pop usage, self-service containment, notification delivery), and patient-access workflow quality.

- **Develop and maintain the CS playbooks** — adoption motions, intervention plays, onboarding runbooks, and QBR/BVA templates — and coach the CS team to execute them consistently.

- **Oversee execution of a portfolio of enterprise health-system deployments**, ensuring each meets its contracted success criteria and drives measurable operational impact.

- **Operate at high velocity** in a dynamic environment where priorities shift — go-live slips, EHR upgrades, contact-center migrations — requiring quick thinking and adaptability.

- **Run the day-to-day execution rhythm**: daily launch stand-ups, planning, requirements gathering and refinement, workflow/intent configuration, testing and evals of AI-agent performance,



deployment coordination — whatever it takes to move accounts forward.

- **Build relationships across every level** — SpinSci engineers, SpinSci Delivery, SpinSci Support, contact-center agents and patient-access operators, and health-

system executive sponsors — and align success metrics from the frontline to the C-suite.

- **Lead technical onboarding, training, support, rollout, and expansion** for new customer environments, facilities, service lines, and teams.

- **Drive adoption through data-driven interventions**: monitor usage, sentiment, and feedback signals, and trigger the right intervention play the moment a health signal breaches threshold.

- **Deliver Business Value Assessments and Quarterly Business Reviews** that quantify ROI — average handle time reduction, agent hours saved, self-service containment gains, no-show reduction, and faster speed-to-care.

- **Surface voice-of-customer to product and engineering** — patient-access pain points, workflow gaps, EHR/contact-center integration needs — and influence the roadmap.

- **Identify and act on expansion opportunities** (recent intents, departments, facilities, notification types, Voice AI candidates) in close partnership with Account Executives, flagging risk early.

What You'll Bring

5+ years in Customer Success, professional services, or technical account management — ideally in healthcare IT, contact-center/CCaaS, or enterprise SaaS serving health systems.

A track record of building repeatable CS motions or playbooks, not just running accounts.

Fluency with EHR and/or contact-center ecosystems (Epic, Cerner, athenahealth; Cisco/Webex, Genesys, Amazon Connect, Five9) — or the ability to ramp fast.

Comfort with data: you build the scorecard, read the trend, and act on it.

Bias for action and calm under shifting priorities.

📌 Customer Success Specialist (Hyderabad)
🏢 SpinSci Technologies
📍 Hyderabad