Customer Success Manager

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

📋 Description

• Manage the health and status of designated provider accounts utilizing green, yellow, and red standards.

• Take responsibility for account retention, identify risks early, and collaborate with leadership, Support, Implementation, and Customer Growth teams.

• Transition accounts to sustainable long-term agreements.

• Facilitate a smooth handoff from Sales and Growth to Customer Success at the go-live stage.

• Act as the senior contact for intricate provider issues and de-escalate conflicts.

• Oversee project management of issues until resolution, while coordinating with Support and Implementation teams.

• Address non-adherent patients and deliver proactive clinical value to providers through care gaps, outcome trends, and program reporting.

• Conduct quarterly business reviews and provide reporting to providers.

• Engage in Customer Success deep dives and escalation synchronization meetings.

• Collaborate with Customer Growth in a shared pod structure.

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

• Consistently report on client health, risk, and retention metrics to the Director of Customer Success.

⛳️ Requirements

• A 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.

• Excellent project management and de-escalation capabilities.

• Clinically knowledgeable or able to quickly gain fluency, with comfort in discussing clinical outcomes with providers.

• High proficiency in AI and active, practical use of AI tools in everyday professional tasks.

• Strong analytical skills to interpret health scoring data, identify account risks, and implement corrective actions.

• Preferred: Background in remote care, RPM, CCM, or chronic care management with provider-facing experiences.

• Preferred: Familiarity with health scoring, quarterly business review structures, onboarding programs, and escalation procedures.

• Preferred: Experience with HubSpot or Salesforce, particularly in health score monitoring and reporting.

• Preferred: History of working in a private equity-backed or venture-backed high-growth environment.

• Preferred: Experience functioning within a pod model alongside growth or sales teams.

🏝️ Benefits

• Eligibility for an annual performance-based bonus contingent on both company and individual performance.

• Accrual of paid time off (PTO).

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Options for supplemental insurance.

• 401(k) plan with a 3.5% company match.

• Equipment provided by the company.