Customer Success Manager

About Cinematic Health

Founded in 2018, Cinematic Health addresses the critical shortage of Certified Nursing Assistants (CNAs) by delivering engaging, high-quality training programs for direct care workers. Their offerings include ReadyCNA, ReadyHHA, and ReadyCaregiver—online, story-driven courses designed to blend practical caregiving skills with essential soft skills like empathy, communication, and relationship-building. Partnering with home health agencies, personal care providers, and training organizations, Cinematic Health aims to enhance caregiver readiness, reduce employee turnover, and promote compassion-centered care across various care settings.

Role Overview

The Customer Success Manager is a fully remote, full-time role based in the United States (preferably Pacific Time Zone). The incumbent supports learners, partner organizations, and prospective clients via multiple communication channels including telephone, email, and chat. Key responsibilities include responding to questions about course access and content, troubleshooting platform or account issues, guiding new users through onboarding processes, and documenting all user interactions within a Customer Relationship Management (CRM) system. The manager escalates complicated problems to relevant internal teams and ensures prompt follow-up to resolve issues effectively. Collaboration with internal stakeholders is essential to relay customer feedback, identify process improvements, and sustain a learner-first experience.

Qualifications

• Proven customer-focused approach with ability to establish rapport and communicate clearly and professionally.
• Experience in frontline customer support roles, ideally within online education or healthcare sectors.
• Demonstrated dedication to delivering high customer satisfaction through effective problem-solving, follow-ups, and meticulous attention to detail.
• Familiarity with digital tools such as CRMs, ticketing software, video conferencing, and learning management systems.
• Excellent verbal and written communication capabilities coupled with active listening skills and empathy.
• Self-motivated individual capable of managing workload independently in a remote work environment and handling consistent inquiry volumes.
• Minimum education of a high school diploma or equivalent; further qualifications in customer service, healthcare, or education advantageous.
• Preferred residence in the Pacific Time Zone to facilitate communication and support.
• Genuine interest in caregiver education, healthcare workforce development, and alignment with Cinematic Health’s mission to empower direct care workers.