Customer Success Manager

📋 Description

• Complete responsibility for post-sale adoption and value delivery for a selection of West Coast operator accounts.

• Facilitate onboarding and training for new communities, ensuring staff have confidence and product knowledge from the very beginning.

• Build relationships with operator leadership (VPs of Clinical, Operations, IT) and community-level stakeholders (EDs, DONs, care staff).

• Monitor adoption and intervene as necessary — recognizing at-risk communities early and implementing strategies to correct course.

• Collaborate cross-functionally: identify signals for expansion and churn risk to Account Management, relay client feedback to Product, and work with Support for escalation resolutions.

• Manage account health scoring and adoption reporting via HubSpot.

• Maintain an on-site presence with your accounts (~30% travel) for go-lives, training sessions, and critical account events.

⛳️ Requirements

• A minimum of 4 years in Customer Success or a similar post-sale, non-sales role within a B2B healthcare technology organization.

• Demonstrated success managing a portfolio of enterprise or mid-market accounts with clear adoption and retention results.

• Experience working with senior living, post-acute, or long-term care operators — or similar healthcare provider environments.

• Proficient in data analysis: able to interpret usage analytics and link product engagement to operator outcomes.

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

• Attitude: You enjoy collaborating with a fast-paced, talented international team that transforms technology into practical workflows.

• A direct and transparent communicator who raises issues early, provides solutions alongside problems, and seeks teammates with the same approach.

• You excel in environments of rapid iteration and do not require a finalized process to produce exceptional work.

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

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

• You aim for your work to have a significant impact and want to look back in five years knowing you contributed to something meaningful.

🏝️ Benefits

• Competitive salary and eligibility for our warrant program.

• Opportunity to work with cutting-edge technology in an innovative field.

• A dynamic, learning-oriented work atmosphere.

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