Customer Success Manager (CSM)

We’re hiring a Customer Success Manager (CSM) 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.

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 (East Coast preferred) 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.

Key Responsibilities

Customer Engagement & Relationship Management

• 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.
• Build strong relationships with clinical, operational, and administrative stakeholders. 
• Deliver high-touch support, including in-person presence at onboarding, training, and key launch milestones.
• 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.
• Identify and surface customer risks, usage trends, and potential growth opportunities

Process Execution and Operational Support

• Collaborate with the VP of Customer Success to refine and execute customer engagement processes.
• Support the development of internal documentation and reporting tools that enable onboarding workflows and success tracking.

Cross Functional Collaboration

• Monitor customer health, flag risks early, and implement strategies to support retention
• Manage escalations in real-time with professionalism and a customer-first mindset
• Surface potential growth opportunities and collaborate with Sales to support upsell and expansion conversations
• Capture and organize customer feedback to inform internal teams and improve service delivery
• Partner with internal teams to refine and implement customer success workflows
• Act as the voice of the customer by gathering structured feedback and sharing insights with internal teams

Tools We Use

• Slack for internal collaboration
• Zoom for customer and team meetings
• HubSpot as our CRM
• Metabase for reporting and insights
• Google Workspace for documentation and planning

Required Qualifications

• 3–5+ years of Customer Success experience
• Proven track record managing complex, high-stakes customer relationships
• Strong communicator and problem solver — able to handle escalations and build trust under pressure
• Self-starter with clear, confident communication skills; able to work independently and keep the VP of Customer Success and internal teams informed
• Comfortable in ambiguity; brings a builder’s mindset, effective collaboration, and a bias for action
• Comfortable traveling to support customers as needed

Preferred Qualifications

• Startup or early-stage growth experience
• Familiarity with healthcare workflows or clinician-facing technology
• Experience with HubSpot, Metabase, or similar platforms
• Sales-oriented mindset with a focus on value expansion
• 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
• What to Expect from the Interview Process
• Our interview process is designed to be thoughtful, transparent, and conversational. Here’s what you can expect:
• An initial call with the hiring manager (VP of Customer Success)
• Virtual interviews with key members of the team
• A potential in-person conversation, depending on location and mutual fit
• A final round with the hiring manager

Why Join Us

• Help bring cutting-edge, AI-driven healthcare solutions to life
• Join a mission-driven, growth-stage company committed to delivering clinical value
• Work closely with experienced leadership and high-impact healthcare customers
• Competitive compensation and benefits, with opportunities for long-term growth
• Monthly Gym Stipend
• Flexible PTO Policy
• Paid Parental Leave
• Medical, Dental and Vision Insurance