Senior Customer Success Manager

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

📋 Description

• Oversee a portfolio of expanding mid-market accounts

• Take ownership of renewal strategies and pinpoint opportunities for expansion

• Create and implement customer success plans

• Foster and sustain customer relationships while aligning objectives and performance

• Handle the complete renewal process and reduce churn risk

• Identify upsell triggers and collaborate with Sales on growth opportunities

• Conduct regular business reviews to communicate performance, ROI, and growth prospects

• Utilize trend analysis to inform recommendations

• Convert customer feedback and recurring patterns into actionable insights for Product and Leadership

• Collaborate with Implementation, Support, Sales, and Product teams on onboarding, adoption, and issue resolution

• Track engagement signals, address risks, and implement recovery strategies

⛳️ Requirements

• 4–6+ years of experience in Customer Success or Account Management

• B2B SaaS experience is preferred

• Proven track record in renewal and revenue retention

• Comfortable managing contracts, renewal discussions, and expansion negotiations

• Experience in structured success planning and measurable adoption outcomes

• Ability to navigate multiple decision-makers and align priorities across various teams

• Skill in analyzing performance trends and translating insights into strategic recommendations

• Capacity to anticipate risks and take proactive measures before issues affect retention

• Familiarity with healthcare delivery models or telehealth ecosystems is an advantage

• Must be authorized to work in the job posting location

🏝️ Benefits

• Remote work arrangement

• Flat organizational structure

• A company culture focused on autonomy, competence, and belonging

• Encouragement to propose ideas and drive initiatives