Customer Success Manager

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

📋 Description

• Complete responsibility for post-sale adoption and value delivery for a portfolio of operator accounts located on the West Coast.

• Facilitate onboarding and training for new communities, ensuring that staff are confident and fluent with the product from the very first day.

• Build and maintain relationships with operator leadership (such as VPs of Clinical, Operations, IT) and stakeholders at the community level (including EDs, DONs, and care staff).

• Monitor adoption and intervene as necessary — proactively identifying communities at risk and implementing playbooks to correct course.

• Collaborate across functions: identifying expansion opportunities and churn risks for Account Management, relaying client feedback to Product, and working with Support on resolving escalations.

• Conduct account health scoring and adoption reporting using HubSpot.

• Maintain an on-site presence for approximately 30% of your time for go-lives, training, and critical account situations.

⛳️ Requirements

• Minimum of 4 years in Customer Success or a similar post-sale, non-quota-carrying role within a B2B healthcare technology organization.

• Established history of managing a portfolio of enterprise or mid-market accounts with quantifiable adoption and retention results.

• Background in supporting senior living, post-acute, or long-term care operators — or similar healthcare provider environments.

• Data-savvy: capable of interpreting usage analytics and linking product engagement to operator outcomes.

• Exceptional written communication skills — clear, organized, and suitable for operators.

• Attitude: You enjoy collaborating with a global team of hard-working, talented individuals who move quickly and translate technology into practical workflows.

• A straightforward and transparent communicator who escalates issues promptly, brings solutions along with problems, and seeks teammates with a similar approach.

• You excel in a fast-paced environment and do not require a finalized process to produce exceptional results.

• A genuine curiosity about AI, computer vision, and how emerging technologies are applied in healthcare contexts.

• You aspire to achieve the best work of your career at a company that is genuinely transforming the delivery of care.

• You desire your work to have a substantial impact and look forward to reflecting in five years on your role in building something meaningful.

🏝️ Benefits

• Competitive salary along with participation in our warrant program.

• Work with cutting-edge technology in an innovative field.

• A dynamic, learning-oriented work environment.

• 401(k) plan, paid time off, and health insurance.