Customer Success Manager, US

Teton.ai

7d•Remote

About The Position

Teton is building a foundational data layer for point-of-care settings using real-time, multimodal AI to create a digital twin of the patient and care environment. Its computer-vision platform helps senior living care teams identify fall risk, respond to falls, automate documentation, manage resident acuity, and improve workflows. The Customer Success Manager owns outcomes and customer health across a book of senior living communities. The role turns Teton’s insights into changes in day-to-day care, supporting communities from kickoff through long-term adoption and demonstrating impact using each customer’s data. The position reports to the Director of Customer Success, US, and is fully remote anywhere in the United States, with up to 50% travel to client communities. The role works alongside Account Management, the Clinical Solutions Lead, Deployment, Support, and Product. Success is reviewed quarterly against measurable customer outcomes, customer health, daily adoption, and customer experience. Teton describes its environment as hands-on, fast-moving, learning-focused, and centered on ownership and entrepreneurship.

Requirements

Customer Success or comparable post-sale experience managing a book of customers with measurable adoption and retention results.
Strong data fluency, including interpreting usage and outcome data and connecting it to customer priorities.
Confidence working with both senior stakeholders and frontline staff.
Excellent, concise, structured, customer-ready written and verbal communication.
Experience in a startup or scale-up and comfort with pace and change.
Radical ownership, including reflecting on what could have been done differently when outcomes are not achieved.
Outcome-driven approach focused on changes for residents and staff rather than meetings held.
Direct and transparent communication; escalates early and brings solutions alongside problems.
Curiosity about AI, computer vision, and how new technology is adopted in care settings.

Nice To Haves

Experience in senior living, post-acute or long-term care, or with other healthcare providers.
Experience driving change management with frontline teams.
Familiarity with HubSpot, Notion, and modern Customer Success tools.
Deep product curiosity and ability to use Teton to share new insights with customers.

Responsibilities

Own falls, response times, care assessments, and adoption across assigned communities, and act on insights from Teton.
Investigate falls, identify patterns, and help care leaders determine and follow through on needed changes.
Ensure client reviews demonstrate clear impact using the customer's data.
Run community kickoffs, staff and family sessions, and training to build confidence in Teton.
Help care teams incorporate Teton into daily routines, care plans, and shift huddles to sustain adoption.
Identify customer risk early, address it, and escalate with a plan when needed.
Keep account health and activity current in HubSpot.
Build trusted relationships with Executive Directors, Directors of Nursing, care staff, and operator leadership in partnership with Account Management.
Use customer insights to surface useful findings about residents and the business, take a position, and agree on clear next steps.
Bring client feedback to Product and share learnings across the team.
Partner with Account Management on community-level outcomes and health, providing signals relevant to operator relationships, renewals, and expansion.
Partner with the Clinical Solutions Lead when communities need clinical expertise, and with Support and Product on escalations and customer needs.
Take over community relationships at go-live following a handoff from Deployment.