Provider Success

About the Role

The Provider Success team at Forus is responsible for what happens once a medical practice or health system starts using our platform: driving adoption, expanding usage, building lasting partnerships, and turning users into advocates. Our goal is to help provider organizations embed Forus into their daily operations and continuously expand the impact they receive from the platform.

You will own that journey end-to-end for a portfolio of provider organizations. You will work directly with providers to drive onboarding, workflow transformation, stakeholder alignment, adoption, and growth while translating what you learn into new product direction, stronger playbooks, and better workflows. You will also help build the systems that allow Provider Success to scale across thousands of practices and health systems.

This is a demanding role, with a high level of autonomy and responsibility. You will be expected to "act like an owner" and commit yourself to Forus's success. If you are low-ego, hungry to learn, and excited about intense, impactful work that drives company growth and accelerated career progression, we want to hear from you.

If You Join, You Will

• Own a portfolio of provider organizations from onboarding through activation, adoption, expansion, retention, and advocacy, serving as their primary strategic partner throughout the relationship
• Lead providers through workflow change by mapping stakeholders, building champions, securing executive buy-in, and expanding successful usage across teams and workflows
• Build trusted relationships with provider teams at every level, from frontline staff to executive leadership, creating users who advocate for Forus internally and externally
• Analyze account health, adoption patterns, provider behavior, and operational friction to identify risks early, uncover expansion opportunities, and drive action
• Lead business reviews, adoption reviews, and strategic planning conversations that connect provider priorities to measurable outcomes and continued platform expansion
• Own provider escalations end-to-end, coordinating across Operations and Product, keeping customers informed and internal owners accountable through resolution
• Define and refine the Provider Success playbook, including onboarding plans, adoption frameworks, lifecycle stages, health metrics, escalation paths, and stakeholder-engagement models

We’re Looking for You If You Have

• 2-10 years of experience in customer success, implementation, account management, client service, post-sales operations, or another customer-facing role, with a track record of owning customers through onboarding, adoption, expansion, retention, and escalation
• A consultative approach to customer relationships: you can understand how an organization works, identify what matters, and guide stakeholders toward measurable outcomes
• Strong operational and analytical judgment: you can manage a portfolio rigorously, use data to diagnose friction, and distinguish isolated requests from patterns that require action
• Strong written and verbal communication that allows you to build trust with providers, align internal teams, and drive follow-through
• Track record of moving quickly, finding shortcuts, and going to unreasonable lengths to deliver on goals
• High NPS with your former teammates

Additional information

This is a list of ideal qualifications for this position. If you don't meet every single one of them, you should still consider applying! We’re excited to work with people from underrepresented backgrounds, and we encourage people from all backgrounds to apply.

Working with US

Forus is based in New York, with our full team working out of a beautiful and spacious office in SoHo.

We run as a high-trust environment with high autonomy, which requires that everyone is fully competent and operates in line with our principles:

• Do the math. Be rigorous, assume nothing. Break problems down and reason from the ground up. Stay open to changing your mind.
• Resourceful optimism. Assume problems are solvable. Be audacious. Resist false constraints and push beyond the obvious before deciding.
• Spit it out. Speak directly, invite critique, avoid equivocation. We want right answers, not comfortable ones. All killer, no filler.
• Raise the bar. Hold a high standard for your pace and execution, and elevate the performance of the team around you. Mamba mentality.
• Fight for users. Start with users’ realities, not ours. Resist optimizing for internal convenience over user outcomes.

Pay and benefits

We provide competitive compensation with meaningful equity (for full-time employees). Everyone who joins will be a major contributor to our success, and we reflect this through ownership and pay.

We also provide rich benefits to ensure you can focus on creating impact (for full-time employees):

• Fully covered medical, vision, and dental insurance.
• Memberships for One Medical, Talkspace, Teladoc, and Kindbody.
• Unlimited paid time off (PTO) and 16 weeks of parental leave.
• 401K plan setup, FSA option, commuter benefits, and DashPass.
• Lunch at the office every day and Dinner at the office after 6:30 pm.

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Forus (for full-time employees). Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity.