Customer Success Manager

Who you are

• 2+ years of experience, in CS or customer-facing sales roles in healthcare SaaS or RCM platforms
• Interest in healthcare SaaS, digital health, or health operations
• Passionate about helping others to achieve their goals
• Strong communication (written + verbal)
• Adaptability, coachability, and customer empathy
• Experience or interest in CRM tools (e.g., Salesforce, HubSpot), campaign platforms, or digital tools
• Willingness to learn AI platforms for lifecycle engagement
• Comfortable promoting new features, upgrades, or adoption messages via campaigns or digital nudges
• Exposure to healthcare workflows or patient/provider engagement is a plus, as well as EHR experience

What the job involves

• To engage, retain, and grow small to mid-tier healthcare practices using AI-driven, low-touch engagement strategies
• Scaled Engagement & Product Adoption Model: Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach
• Proactive Risk & Opportunity Management: Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth
• Inquiry Management: Serve as the primary point of contact for customer inquiries, providing a timely response to basic questions and efficiently redirecting more complex issues to the appropriate team
• Growth Pipeline Management: Identify and execute upsell and cross-sell opportunities for your portfolio, managing a scaled pipeline of potential deals and promoting new features through digital nudges and targeted messaging
• Renewal Management: Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value
• Technology & Tool Proficiency: Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency
• Data-Driven Insights: Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions
• Book of Business: 300 - 500 customers, $4M - $6M ARR
• Metrics: Retention %, expansion %, proactive touch %, adoption metrics, quota attainment

Benefits

• Benefits Plan: We offer medical,dental, and vision insurance, as well as Flexible Spending Accounts and life insurance
• Pay and Equity: We offer a meaningful salary and equity package to each member of our team
• Flexible Time-Off: We believe that you should be trusted and empowered to take time off when you need it
• Home Office + Tech Stipend: We offer a home office stipend to help make work from home life a bit easier