Client Success Manager

Responsibilities

• Own strategic relationships with regional operators and community leadership teams, understand their operational goals, and ensure Sage is positioned as a trusted partner in improving resident safety, caregiver workflow, and NOI outcomes
• Define success plans for each community and client enterprise, set measurable quarterly targets, and guide partners toward goals related to adoption, response time improvement, clinical workflow efficiency, and expansion readiness
• Lead QBRs with regional and C-suite stakeholders that showcase the value of Sage
• Surface and qualify expansion opportunities (CSQLs) across communities, partner with the Growth team to shape clear “why expand” business cases
• Analyze resident care, clinical, and staffing data to identify trends and insights at both the community and portfolio levels, translating findings into clear value and actionable recommendations
• Observe and understand how users are using Sage, identify areas of improvement and communicate feedback to teams internally
• Serve as the voice of the customer by capturing on the ground insight and translating it into clear, actionable needs for Product, Engineering, and Support
• Travel expected 25%

Minimum Qualifications

• At least five (5) years of experience working in a client success or account management role at high growth SaaS companies
• Experience in managing enterprise level accounts with senior stakeholders
• Proven track record of driving high NRR and renewal rates
• Self-starter with desire to take ownership of key company initiatives and drive success; thriving in ambiguity and not scared of a challenge
• Passion for Sage's mission to improve care for older adults and their caregivers

Preferred Qualifications

• Demonstrated expertise in executive stakeholder management, data-driven decision making, building scalable processes, and driving measurable customer outcomes
• Strong communicator with the ability to influence cross-functional priorities and translate customer insights into product and business decisions
• Industry expertise in senior living or related sectors, with the ability to apply that knowledge to deliver customer value

Benefits and Pay

• Competitive base compensation along with stock options
• Expected annual salary range: $120,000-$155,000 USD
• Fully-paid health and dental insurance, vision insurance, membership to premium primary and urgent care, online medical health providers
• Take as you need time off policy, 7 paid holidays, company wide winter break
• Office lunch and fully stocked snack bar