Customer Success & Implementation Manager

Social Cascade•Raleigh, NC

7d•Remote

About The Position

Social Cascade is hiring a Customer Success & Implementation Manager to own the entire post-sale experience from onboarding, go-live, and long-term retention. You'll be the primary relationship owner for a growing book of healthcare practices and health systems, making sure every customer gets set up quickly, sees real value fast, and stays a happy, referenceable Social Cascade customer. This is a hands-on, full-cycle customer success role: part project manager, part trainer, part relationship owner, part product expert. You'll work directly with practice owners, physicians, office managers, and marketing staff to configure their account, connect their content sources, train their team, and troubleshoot issues then keep checking in to drive adoption, engagement, and renewals. Experience with software implementation and/or the healthcare industry is a strong plus, but the most important qualities are organization, empathy, and follow-through.

Requirements

2+ years of experience in customer success, implementation, account management, or a client-facing support role ideally at a software/SaaS company.
A clear communicator who can explain technical concepts simply to non-technical, busy healthcare staff.
Highly organized, with the ability to juggle many customer accounts and priorities at once without dropping details.
A proactive problem-solver who takes ownership of an issue until it's actually resolved.
Comfortable with software, CRMs, and everyday digital tools; able to pick up new platforms quickly.
Empathetic and relationship-oriented genuinely motivated by helping customers succeed, not just closing tickets.

Nice To Haves

Experience implementing or supporting software in a healthcare setting (EHR, practice management, patient engagement, or similar).
Prior work inside a physician's practice, health system, or healthcare-adjacent company.
Familiarity with social media platforms (Facebook, Instagram) from a business/marketing perspective.
Experience with customer success or support tooling (e.g., Zoho, HelpScout, Zendesk, or similar).
Startup experience, or comfort operating with limited process in a fast-changing environment.

Responsibilities

Own the customer journey from contract signature through onboarding, implementation, and ongoing account management.
Lead new-customer kickoff calls and guide practices through account setup, content source selection, and social media connection.
Train practice staff (physicians, office managers, front-desk teams) on the Social Cascade platform ensuring they understand how to get the most out of it with minimal ongoing effort.
Monitor customer health (usage, engagement rates, follower growth, satisfaction) and proactively reach out when accounts show signs of low adoption.
Serve as the primary point of contact for customer questions, troubleshooting, and escalations partnering with the engineering team on more technical issues.
Drive renewals and identify upsell/expansion opportunities by building strong, trusted relationships with practice stakeholders.
Gather and relay customer feedback to product and engineering to help shape the roadmap.
Maintain clean, up-to-date records of customer status, health scores, and touchpoints in the CRM/customer success tooling.
Help build and refine onboarding materials, help docs, training resources, and playbooks as the customer base scales.