Customer Success Manager

Job Summary

At Sunwave Health, we improve behavioral health and addiction treatment facility functionality to achieve better results for patients, caregivers, and administrators. Our platforms empower our clients to quickly and easily manage patient needs from admission to discharge, with provisions for billing and integrations with payment processors, billers, insurance companies, and other providers.

The mission of the Customer Success Manager is to build trusted customer relationships, maximize customer value, and improve long-term customer health by driving product adoption, strategic engagement, and measurable customer outcomes. The Customer Success Manager serves as the primary advocate for their assigned customers, partnering closely with them to understand their business objectives, provide guidance on best practices, and ensure they realize the full value of the Sunwave platform.

The ideal candidate is customer-focused, relationship-driven, and outcomes-oriented. They excel at building executive relationships, identifying potential risks before they become issues, coordinating cross-functional resources, and maintaining proactive communication that strengthens customer confidence and satisfaction. Success in this role is measured by customer health, retention, engagement, adoption, and overall customer experience.

In this role, the Customer Success Manager acts as a strategic advisor throughout the customer lifecycle, developing success plans, facilitating business reviews, monitoring customer health, and partnering closely with Support, Implementation, Product, Engineering, and other internal teams to remove obstacles and deliver an exceptional customer experience.

The Customer Success Manager is part of the Customer Success organization, reporting to the Director of Customer Success, and works closely with Support, Implementation, Product, Engineering, Marketing, Professional Services, and Account Management to ensure customers achieve their desired business outcomes.

Job Responsibilities

• Build and maintain trusted relationships with executive sponsors, key stakeholders, and end users across an assigned portfolio of customers.
• Serve as the primary strategic advisor and customer advocate, maintaining consistent communication and ensuring customers achieve their desired business outcomes.
• Develop and maintain Customer Success Plans that align customer goals, adoption strategies, key milestones, and measurable success metrics.
• Lead recurring customer meetings and Business Reviews based on customer segmentation, focusing on business objectives, product adoption, customer health, and value realization.
• Monitor customer health using established health score metrics, product usage, engagement trends, and support insights to proactively identify opportunities and risks.
• Identify at-risk customers early and develop Customer Success Action Plans in partnership with internal teams to improve customer health and long-term success.
• Drive adoption of platform capabilities by educating customers on best practices, recommending workflow improvements, and helping customers maximize the value of the platform.
• Coordinate cross-functional resources to resolve customer challenges and remove obstacles to success.
• Serve as the voice of the customer by gathering feedback, identifying product improvement opportunities, and partnering with Product to communicate customer needs and priorities.
• Maintain accurate customer documentation, meeting notes, Customer Success Plans, health status, and action items within the CRM.
• Ensure timely follow-up on customer commitments and drive accountability for both internal teams and customer stakeholders.
• Foster long-term customer partnerships that improve customer satisfaction, advocacy, retention, and overall customer experience.

Job Requirements

• 3+ years of experience in Customer Success, Customer Experience, Account Management, Consulting, or a related customer-facing role within a SaaS organization. Healthcare technology, EHR, or behavioral health experience is preferred.
• Bachelor's degree in Business, Information Systems, Healthcare Administration, Communications, or a related field, or equivalent combination of education and experience.
• Proven ability to build and maintain trusted relationships with customers across multiple organizational levels, including executive stakeholders.
• Demonstrated success managing a portfolio of customer accounts while delivering high levels of customer satisfaction, engagement, and retention.
• Experience leading customer meetings and Business Reviews focused on customer goals, product adoption, business outcomes, and long-term success.
• Strong understanding of customer lifecycle management, customer health, product adoption strategies, and proactive risk identification.
• Experience developing Customer Success Plans, coordinating cross-functional initiatives, and driving customer outcomes through collaboration.
• Ability to identify customer risks early, develop action plans, and partner with internal teams to improve customer health and overall customer experience.
• Excellent verbal and written communication, presentation, facilitation, and relationship-building skills.
• Strong organizational and time management skills with the ability to manage multiple priorities, customers, and follow-up commitments simultaneously.
• Experience using CRM platforms such as HubSpot, Salesforce, or similar customer relationship management systems to maintain accurate customer records and manage customer activities.
• Strong analytical and problem-solving skills with the ability to interpret customer health metrics, product usage trends, and customer feedback to guide recommendations and decisions.
• Ability to work effectively across cross-functional departments to advocate for customer needs and drive successful outcomes.

Preferred Qualifications

• Experience working with behavioral health, substance use disorder (SUD), or healthcare provider organizations.
• Experience with Electronic Health Record (EHR), Practice Management, Revenue Cycle Management (RCM), or healthcare SaaS platforms.
• Experience working in a recurring revenue or subscription-based software business.
• Knowledge of customer success methodologies, customer health scoring, and lifecycle management best practices.

Work Environment

This position is fully remote and requires the worker to have a dedicated work space in their home during core business hours.

Travel may be required at a frequency of less than 10%.

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) 4% Match
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Work Location: Remote