Customer Success Manager

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

📋 Description

• Identify and pursue opportunities that enable customers to achieve enhanced value and measurable ROI from Smartlinx.

• Implement account strategies and priorities set in collaboration with the Strategic Account Manager.

• Manage ongoing customer interactions for assigned accounts and nurture relationships with key stakeholders.

• Track customer health, usage, adoption rates, engagement levels, health scores, and support activities.

• Recognize potential risks early and initiate appropriate interventions.

• Ensure accountability and follow-up across Smartlinx and its customers.

• Coordinate internal resources among Support, Professional Services, Product, Training, and other teams.

• Facilitate operational customer interactions and assist in the preparation of Executive Business Reviews.

• Collect data, create ROI and value insights, plan actions, and monitor follow-up commitments.

• Identify signals for renewals and expansions and communicate opportunities to the Strategic Account Manager.

• Handle operational challenges and coordinate resolutions; escalate strategic, commercial, executive-level, or significantly relationship-threatening issues.

• Maintain accurate records of account activities, customer updates, opportunities, and account information in CRM systems.

• Advocate for customers within the organization, offering product feedback and identifying opportunities for process improvements.

⛳️ Requirements

• Preferred: Bachelor's degree or equivalent professional experience.

• 3 to 5 years of experience in Customer Success, Account Management, Client Services, SaaS, healthcare technology, or similar customer-facing roles.

• Experience in supporting customer adoption, engagement, onboarding, or ongoing account management initiatives.

• Excellent communication and relationship-building skills.

• Ability to establish credibility with operational and everyday client stakeholders.

• Capability to manage multiple accounts, priorities, and follow-up tasks in a dynamic environment.

• Analytical curiosity with the ability to link customer objectives, product usage, and operational data to opportunities for increased value and ROI.

• Proactive ownership mentality and sound judgment to work independently while remaining aligned with broader account strategies.

• Experience with CRM platforms such as Salesforce or similar systems is preferred.

• Background in healthcare, workforce management, or the SaaS industry is a plus.

• Interest in advancing toward a future Strategic Account Manager role.

• Orientation towards customer value and ROI.

• Skills in relationship building and customer advocacy.

• Proactive identification of risks and intervention strategies.

• Discipline in operations and commitment to follow-through.

• Analytical curiosity and problem-solving abilities.

• Ability to collaborate across functions.

• Strong written and verbal communication skills.

• Ownership mindset, coachability, and a focus on continuous improvement.

🏝️ Benefits

• Remote work options where applicable.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Flexible Spending Account (FSA).

• Health Savings Account (HSA).

• Life insurance coverage.

• Pet insurance options.

• 401(k) retirement plan.

• Opportunities for skills and expertise development.