Customer Success Manager
Manages enterprise healthcare AI accounts end-to-end, driving onboarding, renewals, expansions, and customer health through check-ins, QBRs, and cross-functional collaboration. Requires 5+ years in customer success or technical account management with strong technical fluency and growth track record.
About the job
Responsibilities
- Own enterprise accounts end-to-end: from onboarding through renewal and expansion, serving as the primary strategic contact across the full customer lifecycle
- Drive ongoing customer health and success: conduct regular check-ins, usage and outcomes monitoring, Quarterly Business Reviews (QBRs), and proactive outreach to ensure value realization and early issue detection
- Identify and convert growth/expansion opportunities: map customer needs, identify new/expansion use cases, and partner with Sales to grow adoption across customers’ business units and departments
- Support implementation and adoption: partner with our Enablement team on integrations, workflow design, technical launches, and user training to ensure rapid time-to-value and stable onboarding
- Collaborate cross-functionally: partner with Product, Engineering, Sales, Marketing, Operations, and Finance/RevOps to resolve roadblocks, support billing and invoicing accuracy, and coordinate expansions or new pilots for existing accounts
- Maintain strong account operations and hygiene: maintain CRM/CS tool records, manage communications, issue resolution, renewal tracking, and billing/invoice checks as needed
- Advocate for the customer internally: collect feedback, surface product or workflow enhancement ideas, and help inform product roadmaps based on real-world usage and needs
- Build and deepen relationships across stakeholders: from end-users to senior executives, earn trust, influence adoption, and drive enterprise-level engagement
Requirements
- 5+ years of experience in customer success, technical account management, or consulting roles in Health Tech, or related fields (plus: Pharmaceutical Manufacturers)
- Demonstrated ability to manage complex, multi-stakeholder enterprise accounts and guide organizations through change, adoption, and expansion
- Strong technical fluency and workflow empathy to understand integrations, APIs/workflows or clinical/operational contexts, and translate product value to both technical and business stakeholders
- Track record of driving expansion, renewals, and increased utilization
- Comfort operating cross-functionally and serving as a customer advocate across Marketing, Sales, Product, Engineering, and Operations teams
- Strong communications: clear, empathetic, and executive-ready with the ability to distill technical complexity into business value
- Proactive, results-oriented mindset: strong problem-solving skills with the ability to anticipate risks and opportunities
- Experience with CRM/CS tools and account hygiene (e.g. data tracking, billing/invoice accuracy, renewal management, usage metrics)
- Ability to manage multiple accounts concurrently and prioritize across tasks, while remaining detail-oriented
Skills
CRM, Customer Success Tools, APIs, Integrations, Quarterly Business Reviews, Account Management, Salesforce, Health Tech, Usage Analytics, Technical Account Management
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