Customer Success Manager

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

📋 Description

• Take ownership of outcomes at senior living communities, which include reducing falls, ensuring prompt responses, maintaining appropriate care levels, enhancing revenue, and promoting sustained adoption.

• Analyze incidents of falls, detect patterns, and guarantee that care leaders implement necessary changes.

• Create client reviews that demonstrate measurable impacts based on customer data.

• Facilitate community kickoffs, conduct staff and family sessions, and provide training.

• Integrate Teton into daily operations, care strategies, and shift huddles.

• Oversee customer health, address risks proactively, and escalate issues with a clear plan.

• Maintain account health and activity records in HubSpot.

• Cultivate relationships with Executive Directors, Directors of Nursing, care personnel, and operator leadership.

• Extract customer insights, take decisive positions, and outline clear next steps.

• Relay client feedback to the Product team and disseminate learnings across the organization.

• Collaborate with Account Management, Clinical Solutions, Deployment, Support, and Product teams.

• Manage community transitions during go-live with a seamless handoff.

• Achieve quarterly objectives related to customer outcomes, health, adoption, and overall experience.

⛳️ Requirements

• Proven experience in Customer Success or a similar post-sale role, overseeing a portfolio of customers with quantifiable adoption and retention achievements.

• Strong proficiency in data interpretation; capable of analyzing usage and outcome metrics and linking them to customer priorities.

• Comfort in engaging with senior stakeholders as well as frontline staff.

• Exceptional written and verbal communication skills; ability to deliver concise, structured, and customer-ready messages.

• Experience in a startup or scaling environment, demonstrating adaptability in a dynamic pace and during transitions.

• Preferred: background in senior living, post-acute or long-term care, or with other healthcare providers.

• Preferred: experience in driving change management initiatives with frontline teams.

• Preferred: familiarity with HubSpot, Notion, and contemporary Customer Success tools.

• An inquisitive mindset regarding AI, computer vision, and the application of new technology in practical settings.

🏝️ Benefits

• Participation in the warrant program.

• 401(k) plan.

• Paid time off.

• Health insurance.

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

• A vibrant, learning-oriented work environment.

• Steep learning curves and continuous opportunities to develop your skill set.

• A hands-on environment with ongoing support and learning.

• Chance to make a meaningful impact on the world.