Customer Success Manager (CSM)

<p>We’re hiring a <strong>Customer Success Manager (CSM)</strong> to support and execute our customer success strategy across a growing portfolio of strategic healthcare accounts. Reporting directly to the VP of Customer Success, you'll work in close partnership to deliver a high-quality experience throughout onboarding, training, and long-term engagement while contributing to the ongoing development of structured and consistent customer success workflows.</p><p>This is a high-impact, execution-focused role suited for a proactive, service-oriented professional who thrives in dynamic, fast-paced environments. You’ll be a key partner to our healthcare customers during critical implementation phases and beyond, helping to ensure satisfaction, retention, and adoption at every step. This position is remote (<strong>East Coast preferred</strong>) and includes travel to customer locations up to 30% of the time, primarily for onboarding, training, and implementation milestones. Actual travel may vary depending on your location and could be significantly reduced if you're based near major customer sites.</p><p><strong>Requirements</strong></p><h3><strong>Key Responsibilities </strong></h3><h3><strong>Customer Engagement &amp; Relationship Management</strong></h3><ul> <li>Serve as the day-to-day point of contact for assigned accounts (e.g., health systems, senior care organizations), ensuring smooth onboarding, engagement, and retention.</li> <li>Build strong relationships with clinical, operational, and administrative stakeholders.&nbsp;</li> <li>Deliver high-touch support, including in-person presence at onboarding, training, and key launch milestones.</li> <li>Conduct regular check-ins and training sessions and create customer-facing materials (e.g., training content, slide decks, guides) to support ongoing education, product adoption, and usage.</li> <li>Identify and surface customer risks, usage trends, and potential growth opportunities</li> </ul><h3><strong>Process Execution and Operational Support </strong></h3><ul> <li>Collaborate with the VP of Customer Success to refine and execute customer engagement processes.</li> <li>Support the development of internal documentation and reporting tools that enable onboarding workflows and success tracking.</li> </ul><h3>Cross Functional Collaboration</h3><ul> <li>Monitor customer health, flag risks early, and implement strategies to support retention</li> <li>Manage escalations in real-time with professionalism and a customer-first mindset</li> <li>Surface potential growth opportunities and collaborate with Sales to support upsell and expansion conversations</li> <li>Capture and organize customer feedback to inform internal teams and improve service delivery</li> <li>Partner with internal teams to refine and implement customer success workflows</li> <li>Act as the voice of the customer by gathering structured feedback and sharing insights with internal teams</li> </ul><h3>Tools We Use</h3><ul> <li>Slack for internal collaboration</li> <li>Zoom for customer and team meetings</li> <li>HubSpot as our CRM</li> <li>Metabase for reporting and insights</li> <li>Google Workspace for documentation and planning</li> </ul><h3><strong>Required Qualifications</strong></h3><ul> <li>3–5+ years of Customer Success experience</li> <li>Proven track record managing complex, high-stakes customer relationships</li> <li>Strong communicator and problem solver — able to handle escalations and build trust under pressure</li> <li>Self-starter with clear, confident communication skills; able to work independently and keep the VP of Customer Success and internal teams informed</li> <li>Comfortable in ambiguity; brings a builder’s mindset, effective collaboration, and a bias for action</li> <li>Comfortable traveling to support customers as needed</li> </ul><h3>Preferred Qualifications</h3><ul> <li>Startup or early-stage growth experience</li> <li>Familiarity with healthcare workflows or clinician-facing technology</li> <li>Experience with HubSpot, Metabase, or similar platforms</li> <li>Sales-oriented mindset with a focus on value expansion</li> <li>Background or familiarity with clinical settings—such as nursing, physical therapy, or medical assisting—and a working knowledge of human anatomy and common health conditions</li> </ul><h3>What to Expect from the Interview Process</h3><p>Our interview process is designed to be thoughtful, transparent, and conversational. Here’s what you can expect:</p><ul> <li>An initial call with the hiring manager (VP of Customer Success)</li> <li>Virtual interviews with key members of the team</li> <li>A potential in-person conversation, depending on location and mutual fit</li> <li>A final round with the hiring manager</li> </ul><p><strong>Benefits</strong></p><h3><strong>Why Join Us</strong></h3><ul> <li>Help bring cutting-edge, AI-driven healthcare solutions to life</li> <li>Join a mission-driven, growth-stage company committed to delivering clinical value</li> <li>Work closely with experienced leadership and high-impact healthcare customers</li> <li>Competitive compensation and benefits, with opportunities for long-term growth</li> <li>Monthly Gym Stipend</li> <li>Flexible PTO Policy</li> <li>Paid Parental Leave</li> <li>Medical, Dental and Vision Insurance</li> </ul>