Remote Customer Success Manager
Remote | Eastern Time Zone
Monday–Friday, 5:00 a.m.–1:00 p.m. ET
At Opio, customer experience isn't just a department. It's how we show up for the nurses and clinics who rely on our technology every day.
We're looking for an exceptional Customer Success Manager to be one of the primary connections between Opio and the opioid treatment programs using ZING® and ZING Satellite.
Our customers start early, and so will you. You'll own the critical morning customer experience — proactively monitoring ZING systems, connecting with clinics, responding when they need help, and making sure every customer knows they have someone at Opio they can count on.
You'll also help own the customer experience leading up to go-live — coordinating onboarding, training, EHR readiness, and deployment preparation so clinics feel prepared and supported from the beginning.
Your job is to take amazing care of our customers.
What You'll DoReal-Time Customer Support
- Proactively monitor ZING robotic methadone dose assembly systems and alerts across our customer sites
- Rapidly reach out to clinics when you notice something that may need attention — sometimes before the clinic ever needs to contact us
- Support opioid treatment programs with electronic health records and inventory-related questions
- Communicate directly with customers by phone, text, and FaceTime
- Liaise with Opio’s engineering team and service professionals if technical or onsite support is required.
- Learn to troubleshoot common first-line service needs
- Stay upbeat, calm, and reassuring when a clinic is busy or something isn't going as expected
- Take ownership of customer issues and follow through until they're resolved or successfully handed off
- Follow up with customers after issues are resolved
- Build genuine relationships with the nurses and teams who use ZING every day
Own Customer Onboarding & Readiness
- Coordinate customer onboarding from the time a clinic begins preparing for ZING through go-live
- Serve as a consistent point of contact for the clinic throughout the onboarding process
- Coordinate EHR readiness and help ensure the clinic and Opio teams have what they need before go-live
- Coordinate deployment preparation, including scheduling machine shipping and clinic arrival
- Own clinic training coordination and make sure the right team members are prepared before launch
- Manage completion of ZING certification training and track clinic readiness
- Follow up on outstanding onboarding items and keep customers and internal teams informed
- Help make sure every clinic feels confident and prepared when ZING goes live
Build a Better Customer Experience
- Document every customer interaction and issue clearly and consistently
- Create tickets and provide organized, thorough handoffs to our engineering team
- Help create and improve SOPs, customer training materials, and support processes
- Identify recurring issues and opportunities to make the customer experience better
- Help develop a scalable training platform as our customer base grows
- Help us build the knowledge and processes that can eventually support AI-assisted alert response and a growing customer experience team
Who We're Looking For
We're looking for someone who genuinely enjoys helping people and takes pride in delivering an exceptional customer experience.
You're positive, energetic, and approachable, with the ability to stay calm and focused when things get busy or stressful. You communicate clearly, listen well, and make customers feel confident that they're in good hands.
Above all, you're someone people can trust and rely on. You show up, you do what you say you're going to do, and you take ownership of your commitments. Our customers and our team need to know that when you say you've got something, you've got it.
You follow through, pay attention to the details, and don't consider an issue resolved until you're confident the customer has what they need.
You're also proactive. You notice when something needs attention, ask questions, look for solutions, and find ways to make the experience better — for both our customers and our team.
Most importantly, you understand that every customer interaction is an opportunity to represent Opio and the level of care we want our customers to experience.
We think you'll be successful here if you:
- Minimum of 5 years of experience in customer experience, customer support, healthcare technology, product support, nursing, healthcare, or a similar role
- Experience with healthcare technology systems or robotic automation required
- Nursing experience or experience working in an opioid treatment program is strongly preferred
- Project management experience, experience with Monday.com or similar PM tool strongly preferred
- Ability to learn a technology platform well enough to confidently troubleshoot common first-line issues and know when to escalate
- Strong customer communication skills across phone, video, text, and written communication
- Experience working effectively with technical or engineering teams to investigate and resolve customer issues
- Exceptional follow-through, documentation, and attention to detail
- Ability to remain calm, confident, and solutions-oriented when customers are under pressure
- Strong organizational skills and the ability to manage multiple clinics, issues, onboarding activities, and deadlines without letting things fall through the cracks
- Comfort learning and working across multiple systems, including customer portals, EHRs, ticketing/project-management tools, and communication platforms
- Interest in understanding why issues occur, identifying patterns, and helping improve SOPs, training, workflows, and support processes
- Comfortable using data and support metrics to understand how we're doing and where the customer experience can improve
- Curiosity about how AI and automation can make customer support faster and better without losing the human connection
- Ability to work independently, take initiative, and make good decisions while staying closely connected with the broader Opio team
- Exceptional reliability and punctuality, particularly given the 5:00 a.m. ET start time
Experience with pharmacy automation, healthcare robotics, medical devices, EHRs, field service, or healthcare hardware would be especially valuable.
Technical certifications or training are a plus, but not required.
A particular degree is not required. We're much more interested in how you work, how you think, and how you treat people.
A Schedule Built Around Our Customers
This role is for someone who genuinely loves early mornings.
You'll work remotely Monday through Friday from 5:00am to roughly 1:00pm. Eastern.
Our clinics begin serving patients early, and those morning hours are when we need our Customer Experience team at its best. Reliability at 5:00 a.m. is absolutely critical.
Because of the schedule, candidates must live in the Eastern Time Zone and have reliable high-speed internet and a quiet, professional home workspace.
There will also be opportunities to travel as the role grows, particularly for someone interested in customer training or deployments.
Why This Matters
Opio's mission is ultimately about improving the lives of nurses and patients.
Technology helps us do that, but the people behind the technology matter just as much.
When a nurse needs help early in the morning, the person who answers matters.
How we communicate matters. Whether we follow through matters. Whether our customers trust us matters.
When you join Opio, you’re joining a team that conveys excellence, we’re only looking to grow our team with A players.
If this is you, we want to hear from you!
Compensation & Benefits
$85,000–$105,000 based on experience + benefits + stock options
Opio also offers:
- Health insurance
- 401(k)
- Paid time off
- Paid holidays
- Stock options
- Remote work
As Opio grows, this role has meaningful room to grow with us, including potential opportunities in customer experience leadership, training, and deployment.
To apply:
Please email your resume and responses to the two questions below to hello@opioconnect.com with the subject line "Customer Success Manager - [your name]".
1) How would a co-worker describe you?
2) Tell us what work experience makes you a great fit for this role?
