Customer Success Manager II East Region

AvaSure • Grand Rapids, MI

6d • $82,000 - $86,000 • Hybrid

About The Position

The Customer Success Manager II (CSM II) is responsible for driving customer retention, account growth, and value realization across a portfolio of mid- to high complexity accounts. This role plays a critical part in advancing customer relationships toward greater maturity by identifying opportunities for expansion and preparing accounts for scalable success. Through proactive engagement, strategic guidance, and strong relationship management, the CSM II ensures customers are positioned to achieve their business goals while supporting long-term partnership growth.

Requirements

• Bachelor’s degree or equivalent professional experience
• 4–6 years in customer success, account management, or a related role preferably within healthcare SaaS/technology
• Demonstrated ability to manage moderate-to-complex accounts and deliver measurable results
• Strong communication and presentation skills
• Problem-solving and solution-oriented mindset
• Ability to manage multiple priorities in a dynamic environment
• Customer empathy and a proactive approach to value delivery
• CRM Tools and CS Technology Platforms (e.g., Dynamics, Gainsight, Salesforce or similar)

Nice To Haves

• Strategic Customer Engagement and Relationship Management
• Retention and Value Realization
• Business Outcome Framing and ROI Communication
• Escalation Management and Resolution

Responsibilities

• Own customer outcomes across a portfolio of accounts.
• Lead strategic planning sessions and business reviews.
• Lead customer onboarding, adoption, and engagement milestones.
• Build strong relationships across operational and managerial levels.
• Track adoption and performance metrics to identify risks and opportunities.
• Partner across functions to resolve issues and surface enhancements.
• Promote customer advocacy (references, case studies, etc.).
• Support growth by identifying upsell or expansion potential.
• Deliver on performance targets tied to retention, expansion, and CSAT and NPS.

Benefits

• Medical
• Dental
• Vision
• Safe Harbor 401K with Employer Matching up to 4%
• HSA Employer Contributions
• Employer Paid Life Insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• AD&D Insurance Plans
• Flexible Time Off Plan
• Paid Holidays
• Parental Leave
• Tuition Reimbursement
• Continuing Education Reimbursement
• Employee Referral Bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree