Doctronic | $110,000 – $150,000
Steph's Notes:
I'm going to preface this by saying that, although I'm going to give you my opinion (as I always do), I like to reiterate periodically that what I think about a company or its mission doesn't really matter. The only thing that matters is what *you* think of the company and its mission, and whether its values align with yours, and you don't need to explain or defend that to anyone but yourself.
So, having said that: I'm a little torn on this company. On the one hand, we are born into a capitalist hellscape where our health largely depends on our skin color, our economic class, and our ability to purchase more time to live (but mostly work) from a system designed to ensure that we're always somehow in debt to it. If at any point that debt exceeds our purchasing power, the choice is to beg others to give us some of their purchasing power or, you know, die.
We could solve this by prioritizing our inalienable right to life and devoting our national resources to securing that right through universal healthcare, but I'm lolsobbing just writing that, so yeah. Instead, if AI must exist, isn't this the kind of thing it should be used for, even if using it to improve our health comes with its own environmental trade-offs and moral complexities?
On the other hand: it's fucking AI. Can we really trust anything it comes up with? And even if we could, should we be sinking literally billions of dollars into something that's not actually meant to enrich our lives, even in this context, but the bank accounts of the people who insist on building it instead of investing that money in real things that would impact real humans?
A real quandary. Let's play Bad Job Bingo. I'm sure that will solve everything.
Regardless of...all of that, Doctronic positions itself as "the first AI legally authorized to practice medicine," which already concerns me. As far as I can tell, this is not so much untrue as it is misleading. Doctronic's program was approved in late 2025 under a program in Utah that "can temporarily waive certain professional licensure and scope-of-practice laws to test innovative programs under close supervision." So I personally wouldn't consider it "legally authorized to practice medicine" so much as temporarily approved to test its capabilities in the healthcare space in 1 U.S. state out of 50.
This is an important distinction, and I don't love that they caved to easy marketing, knowing that people in vulnerable health are not going to stop to locate the FAQ page and then scroll 40 questions deep to check this information.
But let's check the job listing -- maybe everything else is on the up and up.
We're looking for a Customer Success Manager to own customer satisfaction across Doctronic. You'll ensure patients, partners, and enterprise clients are getting value—and that we're hearing them when they're not.
I need to point out this framing: notice they don't say, "You'll ensure patients et al are being treated appropriately," or "You'll ensure that patients et al are not being harmed by our AI." It's: "You'll ensure patients et al are getting value" because they're concerned only with money and whether patients will come back to give them more of it.
Report on customer health trends to leadership, translating data into actionable insights. Advocate for customer needs in product planning and prioritization discussions.
Someone's health is not a product. That they're treating it like one is a big, big problem.
Again, aside from...all of that, I'm concerned that some of the job duties are misaligned with the title, and the pay is just okay for a hybrid role in NYC.
I am...let's say disquieted by this company, but the job itself is at worst a Tread Carefully.
But truly, friends. Tread carefully with this one.
Original Job Description: Customer Success Manager
Customer Success Manager
Where Medicine Meets Intelligence
Doctronic is the first AI legally authorized to practice medicine. We're processing millions of consultations monthly with 99%+ treatment plan accuracy validated by board-certified clinicians.
About the Role
We're looking for a Customer Success Manager to own customer satisfaction across Doctronic. You'll ensure patients, partners, and enterprise clients are getting value—and that we're hearing them when they're not.
This role is unique because you'll operate across both B2C and B2B segments. You'll track patient satisfaction alongside enterprise partner health, building feedback loops that make the product better for everyone. Your voice will represent customers in every important product and clinical decision.
What You'll Do
- Monitor and improve satisfaction metrics across B2C (patients) and B2B (enterprise partners)
- Build strong feedback loops between customers and product, engineering, and clinical teams
- Identify friction points in the customer journey and drive cross-functional initiatives to fix them
- Develop and track service quality standards that scale as we grow
- Manage escalations that require cross-functional resolution, ensuring rapid and thoughtful responses
- Report on customer health trends to leadership, translating data into actionable insights
- Conduct customer interviews and surveys to understand evolving needs and expectations
- Partner with enterprise account teams to ensure health systems and payers are realizing value
- Advocate for customer needs in product planning and prioritization discussions
- Create resources and documentation that help customers succeed with Doctronic
Who You Are
- 3+ years of customer success experience, ideally in high-growth technology companies
- Analytical mindset—comfortable with NPS, CSAT, retention analysis, and churn metrics
- Cross-functional operator who can effectively influence product, engineering, and clinical teams
- Strong communication skills, both written and verbal, with ability to adapt tone for different audiences
- Empathetic listener who genuinely cares about customer outcomes and experiences
- Proactive problem-solver who identifies issues before they escalate
- Data-driven decision maker who balances quantitative metrics with qualitative feedback
- Comfortable managing ambiguity and competing priorities in a fast-paced startup environment
Nice to Have
- Healthcare, telehealth, or health tech experience
- Experience managing both B2C and B2B customer segments simultaneously
- Familiarity with customer success platforms (Zendesk, Intercom, Gainsight, etc.)
- Background in clinical operations or healthcare delivery
- Experience building customer success programs from the ground up
- Understanding of HIPAA and healthcare privacy requirements
- Track record of reducing churn and improving retention metrics
Compensation & Benefits
- Base Salary: $110K-$150K + Equity
- New York City | On-site
Join our NYC team and work directly with product, clinical, and operations teams to ensure customer success. - Equity Opportunities
Share in Doctronic's growth as we transform healthcare with AI. - Comprehensive Health Benefits
We offer comprehensive health, dental, and vision coverage—plus mental health support and flexible time off—because caring for others starts with caring for ourselves. - Building AI That Matters
Join Doctronic and work with cutting-edge AI that's transforming healthcare and helping people make faster, smarter decisions.
Reports to
Director of Operations
