Customer Success Manager

Who you are

• 6+ years of Customer Success experience supporting enterprise healthcare organizations, ideally with SaaS or technology platforms in complex healthcare environments
• Self-starter who hits the ground running, operates with a high level of autonomy, and takes ownership of customer relationships and outcomes in a fast-paced, ever-changing growth-stage environment
• Strong understanding of healthcare workflows and the full customer lifecycle, including renewals and expansion
• Track record of driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms
• Executive presence, with the ability to lead strategic conversations with senior leaders and articulate value at the executive level
• Strong problem-solving skills and experience using Salesforce or a similar enterprise CRM

What the job involves

• The Customer Success Manager, Enterprise Accounts owns the post-deployment success of strategic enterprise healthcare customers.
• This role partners closely with clinical, operational, IT, and executive stakeholders to drive adoption, value realization, measurable ROI, renewals, and expansion across Kontakt.io’s platform
• Manage a portfolio of strategic Enterprise healthcare customers post-deployment, serving as a trusted long-term partner
• Develop and execute outcome-driven success plans aligned to customer goals around safety, asset visibility, operational efficiency, and return on investment (ROI)
• Build strong relationships across clinical, operational, IT, and executive stakeholders
• Guide customers through post-go-live adoption, optimization, and expansion, ensuring sustained value realization
• Proactively identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction
• Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth
• Contribute to the ongoing evolution of Kontakt.io’s Enterprise Customer Success practices, with a focus on consistency, scalability, and ROI-driven outcomes
• Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement
• Translate complex customer data and outcomes into clear ROI narratives, best practices, and playbooks for the broader CS organization
• Provide input on processes, tools, and workflows that improve team efficiency and customer impact
• Work closely with Sales, Product, Technical Account Services, Hardware Operations, and Marketing to deliver cohesive post-deployment customer experiences
• Serve as the voice of the customer, sharing insights that inform product direction, roadmap decisions, and ROI-focused improvements
• Collaborate on initiatives that support measurable ROI, adoption, and long-term customer value