Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the entire partner lifecycle, including onboarding, adoption, engagement, renewal, and expansion.

• Act as the main point of contact and a trusted advisor for B2B partners.

• Conduct regular check-ins and quarterly business reviews (QBRs) to ensure alignment on goals, KPIs, and the value provided.

• Create and track customer health metrics, proactively identifying and addressing potential risks.

• Enhance retention and expansion through effective relationship management and insightful performance analysis.

• Monitor account performance and relay significant trends and opportunities to leadership.

• Oversee and manage an offshore resource assisting with partner operations and customer support.

• Ensure accurate account documentation, success plans, and internal tracking systems are maintained.

• Develop scalable playbooks, templates, and processes to boost efficiency and consistency.

• Collaborate with Product, Operations, Marketing, and Clinical teams to address issues and enhance the customer experience.

• Relay customer feedback internally and advocate for improvements that foster retention and growth.

• Assist in creating partner-facing enablement and marketing materials (e.g., onboarding resources, training presentations, case studies).

⛳️ Requirements

• 3–5+ years of experience in Customer Success, Account Management, or a similar role.

• Proven experience in managing B2B accounts with structured QBRs and engagement with executive stakeholders.

• Strong analytical capabilities, with familiarity in using CRMs and reporting tools (e.g., HubSpot, Salesforce, Looker, Zoho).

• Excellent communication skills and adeptness in stakeholder management.

• Highly organized, with a keen attention to detail and the ability to handle multiple priorities effectively.

• Comfortable working in a fast-paced, dynamic startup environment.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development