Customer Success Manager

What You Will Own

Customer Success: Be a dedicated partner for your accounts, helping them solve challenges, reach goals, and get maximum value from our software. Retention: Take the lead on keeping customers engaged and successful, working proactively to reduce churn and strengthen loyalty. Upsells & Growth: Spot and nurture growth opportunities by building on trusted relationships, sparking interest in new offerings, and connecting customers with solutions that add real value. Strategic Guidance: Become a trusted partner to your customers, helping them link their business goals to practical outcomes with our software. Ongoing Training: Provide ongoing education when new features launch, making sure customers are confident and getting the most value from our tools. Engagement: Conduct regular business reviews that spotlight customer wins, reinforce outcomes, and create space to explore what’s next. Collaboration: Partner with Sales, Support, Product, and Onboarding teams to share feedback, solve challenges, and represent the customer’s voice. Problem Resolution: Handle escalations quickly and thoughtfully, maintaining customer trust and strengthening the relationship. Advocacy: Partner with happy customers to capture success stories, gather testimonials, and encourage positive reviews that highlight the value of our solutions.

What You Will Need to Accomplish the Job

• 2+ years of experience in customer success, account management, or another client-facing role (SaaS or tech experience a plus)
• Proven ability to keep customers engaged, happy, and achieving their goals.
• Strong communication and relationship-building skills, with the confidence to work with both small business owners and internal teams.
• Comfortable hosting on-camera meetings and delivering a professional, engaging presence with customers.
• Skilled at reading account data and translating it into steps that improve retention and drive success.
• Highly organized and able to manage multiple accounts while keeping attention to detail.
• Experience using Salesforce, Vitally, or Zoom to manage accounts and connect with customers is a plus.

What Will Make Us Love You

• Background supporting customers in healthcare-related industries (dental, optometry, veterinary, or medical) that will help you connect with many of our customers.
• A customer-first mindset and genuine passion for helping small businesses succeed.
• Comfort uncovering customer needs and teaming up with Sales to match them with the right solutions.