About the Customer Success Manager Role at Forus

This role sits on Forus's Provider Success team within GTM, and it owns what happens after a medical practice or health system starts using the platform: driving adoption, expanding usage, building lasting partnerships, and turning users into advocates. You will own a portfolio of provider organizations end to end, leading them through workflow change (mapping stakeholders, building champions, securing executive buy-in), analyzing account health and adoption patterns, running business and adoption reviews, and serving as the provider's voice inside Forus alongside Product, Operations, and Engineering. You will also help define and refine the Provider Success playbook itself: onboarding plans, adoption frameworks, lifecycle stages, health metrics, escalation paths, and SOPs.

Forus is an AI-native, well-funded (raised $160M+) company scaling fast to meet market demand, and it wants people who are "high horsepower, high throughput, and hyper resourceful." Expect a high-autonomy, high-ownership environment guided by principles like "do the math," "expand the solution space," "spit it out," and "raise the bar together." This is an in-person role at the SoHo office in New York.

Quick Stats

* Typical process: 4 to 5 rounds, roughly 2 to 4 weeks

* Format: Recruiter phone screen, then video and in-person rounds at the SoHo office

* Core focus: post-sale customer ownership, workflow change and stakeholder alignment, account health analysis, playbook and process building, consultative communication

* Difficulty: Hard. The role expects consultative ownership across thousands of practices plus building process in ambiguity, so expect deep behavioral probing and a real work sample.

What Forus Looks For

* 2 to 10 years in customer success, implementation, account management, client service, or post-sales operations with meaningful ownership

* A consultative approach: you understand how an organization works, identify what matters, and guide customers toward measurable outcomes

* Comfort building process in ambiguity (playbooks, health metrics, handoffs, escalation paths, repeatable operating rhythms)

* Strong written and verbal communication, a bias to move quickly, and a track record of going to unreasonable lengths to deliver

Round 1: Recruiter Screen (~30 minutes)

What to Expect

A GTM recruiter opens with a phone or video call to confirm your background, motivation, and logistics. Expect them to gauge whether your post-sale ownership experience maps to the Provider Success mandate, whether you are genuinely excited about healthcare and Forus's mission, and whether the in-person New York requirement and compensation range work for you. They will also listen for the "high horsepower, hyper resourceful" energy the posting emphasizes.

Example Questions

* "Walk me through your experience owning customers after the sale, from onboarding through expansion and retention."

* "Why Forus, and why the healthcare and provider space specifically?"

* "This role is fully in person in our SoHo office. Does that work for you?"

* "What size of book of business have you owned, and what outcomes did you drive?"

Tips

* Have a crisp 60-second story on a portfolio you owned end to end and the measurable results you drove.

* Connect your motivation to Forus's mission of getting medicine to patients faster, cheaper, and easier.

* Practice this quick pitch with Nora's Standard Mode to tighten your "why this role" and background summary before the live call.

Round 2: Hiring Manager Interview (~45 to 60 minutes)

What to Expect

A conversation with the Provider Success hiring manager focused on how you actually operate. Expect deep behavioral probing tied to the posting: leading customers through workflow change, mapping stakeholders and securing executive buy-in, handling escalations, and driving adoption across multiple locations and user types. They will look for the consultative instinct and the "act like an owner" mindset the role demands.

Example Questions

* "Tell me about a time you drove a customer through a major workflow or process change. How did you build champions and get executive buy-in?"

* "Describe an account that was at risk. How did you diagnose it and turn it around?"

* "Give an example of expanding usage or adoption across teams or locations within one account."

* "Tell me about a time you went to unreasonable lengths to deliver on a goal."

Tips

* Use STAR structure and lead with measurable outcomes (adoption, retention, expansion, NPS).

* Show stakeholder mapping thinking: name the frontline, champion, and executive roles you aligned and how.

* Rehearse these ownership and workflow-change stories with Nora's Behavioral Mode so your STAR answers stay tight under follow-up questions.

Round 3: Case or Work Sample (~60 minutes)

What to Expect

Given how much the posting emphasizes analyzing account health and building process, expect a practical exercise. This may be a mock business review or adoption review, a live case where you diagnose a struggling provider account, or a task where you sketch part of the Provider Success playbook (onboarding plan, health metrics, escalation path). This is where the "do the math" and "expand the solution space" principles get tested directly.

Example Questions

* "Here is an account with declining usage across three locations. Walk us through how you would diagnose the problem and what you would do first."

* "Design a health-metrics framework and lifecycle stages for a portfolio of provider practices."

* "Prepare and run a business review for this provider. What outcomes would you connect their goals to?"

* "How would you build an onboarding playbook that scales across thousands of practices?"

Tips

* Reason from the ground up: state assumptions, break the problem into pieces, and quantify where you can.

* Balance the individual account with the scalable system, since the role owns both playbook and portfolio.

* Practice thinking out loud through a diagnosis and framework prompt using Nora's Technical Mode to sharpen your structured, metrics-driven answers.

Round 4: Onsite / Team and Values Fit (~2 to 3 hours)

What to Expect

An in-person round at the SoHo office where you meet cross-functional partners (Product, Operations, Engineering) and additional GTM leaders. Expect a mix of behavioral, collaboration, and values-fit conversations built around Forus's principles: "spit it out," "raise the bar together," and operating with high autonomy in a fast-moving environment. They will also probe how you translate provider feedback into product direction.

Example Questions

* "Tell me about a time you turned what you saw across customers into a product or process change. How did you influence the team that owned it?"

* "Give an example of when you spoke directly and challenged a decision, even when it was uncomfortable."

* "How do you prioritize a portfolio when everything feels urgent and you have limited time?"

* "Describe how you build trust with people at every level, from frontline staff to executives."

Tips

* Bring concrete examples of partnering with product or ops to influence what gets built or fixed.

* Match Forus's principles: be direct, invite critique, and show you raise standards for the whole team.

* Run a full mock of behavioral and cross-functional prompts with Nora's Behavioral Mode to get comfortable being direct and specific in a high-standard room.

Frequently Asked Questions (FAQ)

1) How many rounds are there?

Expect roughly 4 to 5 stages: a recruiter screen, a hiring manager interview, a case or work sample, and an in-person team and values-fit round, sometimes with a final leadership conversation. Forus does not publish its exact process, so this reflects the typical structure for a role like this at a company of this stage.

2) What topics are most common?

* Post-sale ownership: onboarding, adoption, expansion, retention, and escalation

* Workflow change and stakeholder alignment, account health analysis, and building scalable playbooks and process

3) How long does the process take?

Usually about 2 to 4 weeks end to end, though a fast-moving, "move faster" company like Forus can compress this considerably for strong candidates.

4) How should I prepare?

* Re-read the posting and prepare STAR stories for each responsibility: workflow change, executive buy-in, at-risk turnarounds, and expansion.

* Come ready to reason quantitatively about account health, adoption metrics, and business reviews.

* Study Forus's principles ("do the math," "expand the solution space," "spit it out," "raise the bar together") and be ready to show them in your answers.

* Use Nora AI to rehearse: Standard Mode for the recruiter screen, Behavioral Mode for the hiring manager and onsite rounds, Technical Mode for the case exercise, and Salary Negotiation Mode to prepare for the offer conversation across the $170K to $220K range plus equity and commission.