Customer Success Manager

Direct2Care • Phoenix, AZ

7d • Hybrid

About The Position

We're looking for a Customer Success Manager who loves building relationships, solving problems, and helping customers get the most out of the products they use. This is a role for someone who enjoys wearing multiple hats, thrives in a fast-paced environment, and takes initiative. If you're energized by helping customers achieve meaningful outcomes while partnering cross-functionally to deliver an exceptional experience, we'd love to meet you.

Requirements

• Bilingual preferred
• Bachelor's degree or equivalent professional experience.
• 3+ years of experience in Customer Success, Account Management, Client Services, Customer Experience, or another customer-facing role.
• Experience managing multiple customer accounts simultaneously.
• Experience working within a CRM (HubSpot experience is a plus).
• Excellent verbal and written communication skills.
• Comfortable leading customer meetings, presentations, and training sessions.
• Strong problem-solving, organizational, and prioritization skills.
• Comfortable learning new technology and troubleshooting customer issues.

Nice To Haves

• HubSpot experience is a plus

Responsibilities

• Own the Customer Journey: Manage a portfolio of customer accounts from implementation through renewal. Serve as the primary point of contact for customer questions, requests, and ongoing account management. Build trusted relationships with key stakeholders and become a strategic partner to your customers. Lead onboarding, implementation, product training, and adoption efforts to ensure long-term success. Conduct regular customer check-ins, business reviews, and strategic planning conversations. Monitor customer health, engagement, and product utilization to proactively identify opportunities and risks. Develop success plans for at-risk customers and collaborate internally to improve outcomes.
• Drive Retention & Growth: Manage the end-to-end renewal process, including timelines, quotes, and customer communication. Partner with Sales and leadership on complex renewal conversations and negotiations.
• Solve Problems & Advocate for Customers: Troubleshoot customer questions and coordinate with internal teams to drive timely resolutions. Partner with Product, Support, Clinical, and other teams to advocate for customer needs. Own customer communication throughout escalations until issues are resolved.
• Keep Things Running Smoothly: Successfully manage multiple customer accounts with varying levels of complexity. Prioritize competing demands while maintaining responsiveness and organization. Identify opportunities to improve internal processes and the overall customer experience.

Benefits

• Competitive salary
• Hybrid work schedule with in-office collaboration every Tuesday and Thursday in our beautiful Scottsdale office
• Remote Summers — we go fully remote from June through September
• Comprehensive health, dental, and vision insurance
• Opportunity to make a meaningful impact at a growing, customer-focused company
• Collaborative, supportive team that values ownership, initiative, and continuous learning
• Career growth opportunities as we continue to scale

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level