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Proactive Support Manager

United States

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. 

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

At Komodo Health, our mission is to reduce the global burden of disease, and the Proactive Support Manager is pivotal to empowering our clients on this journey. This is a unique opportunity to architect a world-class customer experience by moving beyond traditional, reactive support. By anticipating client needs and removing friction, you will directly enable life sciences innovators to leverage our Healthcare Map™ more effectively, accelerating their work to improve patient outcomes across the globe.

The mission of the Proactive Support Manager is to fundamentally shift our support model from reactive to preventative, creating a seamless and intuitive customer experience. In this individual contributor role, you will own the strategy and execution of all initiatives aimed at case deflection and friction reduction, partnering with GTM and Support leadership to solve customer problems before they arise. Your success will be measured by a direct reduction in inbound support volume and an increase in customer self-sufficiency.

Looking back on your first 12 months at Komodo Health, you will have accomplished…

  • Establish and Execute on a Friction Reduction Strategy: Within the first 90 days, develop a data-driven strategy to reduce inbound support cases. By the end of the first year, achieve a significant, measurable reduction in ticket volume per user by executing on this strategy.
  • Launch High-Impact Proactive Initiatives: Successfully design and launch at least two major proactive support programs, such as an early warning system for common data integration issues or a targeted communication plan for new platform releases.
  • Implement a Robust Product Feedback Loop: Develop and operationalize a scalable process for channeling insights from support interactions directly to our Product and Engineering teams, ensuring customer friction points are systematically addressed in the product roadmap.
  • Enhance Customer Self-Service: Overhaul and optimize our customer self-service resources (e.g., knowledge base, developer documentation), resulting in a quantifiable increase in self-service resolution rates and customer satisfaction.

These are the essential job duties you will be responsible for …

  • Analyze support ticket data, product usage logs, and customer feedback from GTM teams to identify systemic trends and root causes of customer friction.
  • Design, lead, and measure the impact of cross-functional projects with Product, Engineering, and Customer Success to address identified issues and prevent future support cases.
  • Partner with Technical Support leadership to build programs that empower the team to move from reactive problem-solving to proactive customer education and enablement.
  • Develop and maintain the strategic roadmap for customer self-service channels, prioritizing content and feature enhancements based on their potential to deflect support tickets.
  • Collaborate with our Product Marketing and Enablement teams to ensure new features are launched with comprehensive support plans that anticipate user questions.
  • Create and deliver reports and dashboards for leadership, providing clear visibility into case trends, project status, and the ROI of proactive support initiatives.

What you bring to Komodo Health (required):

  • Data-Driven Problem Solving: A strong ability to synthesize quantitative (ticket volume, usage metrics) and qualitative (customer feedback) data to identify root causes and formulate actionable plans.
  • Cross-Functional Project Leadership: Proven skill in leading complex projects across multiple teams, influencing without direct authority, and holding stakeholders accountable to drive results.
  • Strategic and Analytical Thinking: The capacity to see the bigger picture and develop a long-term strategy for proactive support while simultaneously managing the tactical details of execution.
  • Influential Communication: The ability to clearly articulate complex problems, proposed solutions, and results to a wide range of audiences, from technical engineers to executive leaders.
  • Deep Customer Empathy: A genuine passion for understanding and solving customer problems, serving as a powerful advocate for the user in all internal discussions.
  • Understanding of Technical Support Ecosystems: Familiarity with the core components of a modern support stack, including CRMs (like Salesforce Service Cloud), knowledge bases, and analytics tools.

Expectations of AI Use in this role (required):

  • Utilize GenAI for advanced thematic analysis of support tickets to rapidly identify emerging trends and sentiment shifts that signal underlying product issues.
  • Leverage GenAI to draft and refine knowledge base articles, FAQs, and proactive customer communications, accelerating content production and ensuring a consistent tone.
  • Explore GenAI applications to personalize self-service recommendations for users based on their role, product usage, and historical support interactions.

Additional skills and experience we’d prioritize (nice to have)…

  • Experience within the healthcare, life sciences, or health-tech industry.
  • Familiarity with Komodo Health's product suite or other complex healthcare data platforms.
  • Formal training or practical experience with Knowledge-Centered Service (KCS) methodologies.
  • Hands-on experience with BI tools (e.g., Tableau, Looker) and/or a working knowledge of SQL for data extraction and analysis.

#LI-Remote

The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands.

 

The starting annual base pay for this role is listed below. This position is also eligible for commissions in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy. 

San Francisco Bay Area and New York City:

$124,000 - $155,000 USD

All Other US Locations:

$108,000 - $135,000 USD

Komodo's AI Standard

At Komodo, we're not just witnessing the AI revolution – we're leading it. This is a pivotal moment in time, where being first to market with AI transforms industries and sets the bar. We've already established industry leadership in leveraging AI to revolutionize healthcare, and we expect every team member to contribute. AI here isn't optional; it's foundational. We expect you to integrate AI into your daily work – from summarizing documents to automating workflows and uncovering insights. This isn't just about efficiency; it's about making every moment more meaningful, building on trust in AI, and driving our collective success.

Join us in shaping the future of healthcare intelligence.

Where You’ll Work

Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options. 

What We Offer

Positions may be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors.

Equal Opportunity Statement

Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

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