About Limbic

Limbic is the leading clinical AI company for mental healthcare and the largest deployment of patient-facing mental health AI in the world. Our technology has supported over half a million patients across the UK and US, helping health systems deliver higher-quality, more accessible, and more efficient care.

We regulated the first AI diagnostic model for adult mental health as a Class IIa medical device. We’ve published in top-tier journals, won major awards, and advise governments and regulators globally on AI safety, medical devices, and the future of clinical agentic systems.

For a Customer Success professional, this means joining a team at the forefront of transforming behavioral-health access—where your relationships, insights, and execution directly influence how health systems adopt AI, improve workflows, and unlock measurable value for patients and clinicians.

Role Summary

We're looking for someone who blends technical curiosity with strong relationship instincts — someone who can navigate implementation details while building trust with customers and understanding their real needs: part technical implementation partner, part trusted advisor, and part relationship‑builder who genuinely understands what our customers need. This role blends hands‑on configuration work with deeper customer strategy. You’ll manage an existing book of business, shadow new implementations to learn the ropes, and eventually lead your own launches. You’ll report directly to the Director of CS (US) and help drive meaningful value for customers across behavioral‑health organizations. Some travel (up to ~25%) will be required to build relationships, support launches, and strengthen partnerships.

This role shapes how customers experience Limbic. You help clinicians save time, help patients get care faster, and support health systems through meaningful workflow change — all while working with an evolving AI product that’s redefining behavioral-health access.

Key Responsibilities

Implementation & Onboarding

Shadow complex implementations to understand our processes and workflow logic.
Gradually own new launches with confidence and attention to detail.
Translate clinical, operational, and technical workflows into clear, customer-friendly implementation plans.
Configure program structures, knowledge bases, workflows, and routing rules.
Deliver training to clinical and non-clinical teams in an approachable, confident way.

Customer Success & Ongoing Adoption

Manage an inherited book of business and maintain long-term, trusted customer relationships.
Monitor key adoption metrics (usage, triage volume, call deflection, clinician review time, engagement).
Recommend workflow improvements and product optimizations.
Run structured business reviews that highlight progress and value.
Identify expansion opportunities and collaborate with Sales.

Value Delivery & ROI Storytelling

Use customer data to quantify the impact of our tools — from time savings to faster speed-to-care.
Turn insights into value stories that resonate with operational leaders and executives.
Help refine frameworks to measure value consistently.
Partner with customers to build case studies, testimonials, and referenceable success stories.

Playbook & Strategy Contribution

Collaborate with leadership to refine and improve existing playbooks for onboarding, adoption, renewals, and escalations.
Maintain and evolve templates like QBR decks, workflow maps, and usage reports.
Support development of scalable CS practices as we grow in the US market.
Contribute updates to knowledge base articles, training materials, and internal documentation.

Cross-Functional Partnership

Serve as the voice of the customer across Product, Engineering, Support, and Leadership.
Collaborate with Support to resolve incidents and assist with frontline support tasks when needed.
Work closely with Sales to design and run pilots, demonstrate value, and convert pilots into long-term partnerships.
Foster effective teamwork across internal teams.

Ideal Qualifications

Experience

3–7+ years in Customer Success, Implementation, or Technical Account Management.
Experience with AI-enabled products or workflow automation is a plus
Background in behavioral health, digital health, or call center operations is beneficial.
Experience with enterprise onboarding or technical configuration is preferred.

Skills

Strong project management and organization.
Ability to simplify complex workflows and communicate clearly.
Comfort using data to drive discussions (KPIs, dashboards, trends).
Excellent written and verbal communication.
Empathetic, relationship-driven, and proactive.
Comfortable participating in technical discussions (APIs, SSO, telephony concepts).

Mindset

Curious, adaptable, and comfortable operating in a 0-to-1 environment
Confident in taking initiative without a playbook
Able to figure out new workflows or concepts with minimal guidance
Excited about AI’s role in improving access to mental health care.
Bias toward action and measurable outcomes.
Enjoys refining existing playbooks and processes.

What Success Looks Like (6–12 Months)

Managing an inherited book of business with high customer satisfaction.
Supporting and eventually leading new launches.
Demonstrating measurable ROI across multiple customers.
Consistently strong renewal signals and customer health.
Customers willing to be references; strong case studies created.
Tangible contributions to playbooks and team processes.
Product improvements influenced by your insights.

Customer Success Manager (US)