Customer Success Manager

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

📋 Description

• Take ownership of the health and performance of a designated portfolio of provider accounts

• Manage retention efforts, proactively identify risks, and collaborate with the Director, Support, Implementation, and Customer Growth teams

• Transition accounts to sustainable long-term agreements

• Facilitate a smooth handoff from Sales and Growth to Customer Success during the go-live phase

• Act as the senior contact for complex provider issues and handle escalations effectively

• Oversee project management to achieve clear resolutions while coordinating with Support and Implementation teams

• Identify patients who are not adhering to care plans and highlight care gaps, outcome trends, and program results

• Conduct quarterly business reviews and generate provider reports

• Engage in Customer Success deep dives and escalation sync meetings

• Collaborate with Customer Growth in a shared pod structure

• Ensure accurate tracking of account health, status, and activities in HubSpot

• Report on client health, risk factors, and retention metrics to the Director and leadership team

⛳️ Requirements

• Minimum of three years in Customer Success, client services, or account management within a multi-client setting

• Demonstrated success in managing account relationships and decreasing churn or enhancing retention

• Exceptional project management and de-escalation capabilities

• Commitment to personally manage the most challenging accounts

• Clinically knowledgeable or quick to become fluent in relevant concepts

• Comfortable discussing clinical outcomes with providers

• High fluency with AI tools and actively incorporate them into daily professional tasks

• Strong analytical skills to interpret health scoring data, assess account risks, and implement corrective measures

• Preferred: Experience in remote care, RPM, CCM, or chronic care management, along with provider-facing interactions

• Preferred: Familiarity with health scoring systems, quarterly business review processes, onboarding programs, and escalation protocols

• Preferred: Practical experience with HubSpot or Salesforce, particularly in health score monitoring and reporting

• Preferred: Background in a private equity-backed or venture capital-backed high-growth environment

• Preferred: Experience working in a pod structure alongside growth or sales teams

🏝️ Benefits

• PTO Accrual

• Medical, Dental, Vision, and supplemental insurance options

• 401(k) Plan with a 3.5% Company Match

• Company-provided equipment

• Eligibility for annual performance-based bonuses