Customer Success Manager

Key Responsibilities

• Serve as the main point of contact for assigned customers, building and maintaining strong, long-lasting client relationships.
• Assess and understand existing customer configurations, workflows, and data structures—identifying the best system configuration approaches to meet evolving customer needs.
• Develop a deep understanding of each customer’s goals, business challenges, and success metrics.
• Rapidly understand how a customer’s current system is configured.
• Conduct regular check-ins and strategic calls to foster engagement and trust.
• Drive platform adoption and ensure customers are utilizing key features to achieve ROI.
• Monitor customer health metrics and proactively address risks.
• Identify early signs of dissatisfaction and work cross-functionally to resolve issues.
• Identify and nurture opportunities for expansion, including upsells.
• Lead regular success reviews with key stakeholders to evaluate performance, outcomes, and future goals.
• Analyze customer data to surface insights, trends, and opportunities for optimization.
• Partner with customers to define measurable success metrics and report on progress.
• Advocate for customer needs internally and contribute to product feedback loops.
• Represent the company at customer sites, conferences, and strategic meetings (travel up to 25%).

Requirements

• 3+ years of experience in a customer-facing role, ideally in Customer Success, Account Management, Implementation, or a similar function.
• A customer-obsessed mindset and a track record of helping customers achieve meaningful outcomes.
• Proactive, curious, and continuously looking for ways to improve the customer experience.
• Ability to translate business needs into technical and workflow requirements.
• Exceptional communication and relationship management skills, with a demonstrated ability to engage, influence, and build trust with diverse stakeholders—including C-level executives.
• Comfortable with ambiguity and change; able to create structure, make decisions, and move forward without perfect information.

Nice-to-Haves

• Experience in healthcare or senior living operations.

Compensation & Benefits

• Market-competitive compensation based on experience and ability, including significant equity option grants.
• 100% company-paid premiums for health, dental, and vision coverage, along with company contributions to your HSA.
• 2% 401(k) match.
• Flexible time off policy.
• 100% paid family leave.
• All-expenses-paid, in-person company offsites twice a year.