Customer Success Manager - Remote

FSI Services•Cranberry, PA

2d•$60,000 - $90,000•Remote

About The Position

At FSI, you’ll join a team of passionate professionals dedicated to empowering efficient and safe hospital operations. FSI supports over 400 million ft of hospital space every year to run transformative, intelligent hospital maintenance operations. FSI is the most comprehensive computerized maintenance management software (CMMS) provider for healthcare, and we’re proud to serve over 1,300 hospitals with some of the largest networks in the country -- including Atrium Health, UPMC, Yale New Haven, SSM Health UNC Health, and many others. We work directly with our customers to build customized modern technology that fits their complex needs. In 2020, FSI received significant investments to grow and expand on the foundation established since the company began in 2002. We believe our most exciting chapter is just beginning, and we’re looking for talent that wants to make an impact. If you’re looking for a fast-paced, innovative community with a team focused on collaboration and empowerment through technology, we encourage you to get in touch. As a Customer Success Manager at FSI, your primary mission is to build deep, meaningful, and impactful relationships with your customers. You will own post-sale relationships, drive retention, manage renewals, and identify expansion opportunities. Over time, you will evolve into a strategic advisor, helping customers maximize value from FSI’s solutions.

Requirements

Experience in Customer Success, Account Management, or related field (SaaS or healthcare preferred).
Strong communication, relationship-building, and organizational skills.
Experience with CRM tools (e.g., HubSpot) and data-driven decision making.
Customer-centric mindset with a focus on outcomes and value delivery.
Demonstrated growth mindset and ability to learn on the job.
Self-driven and capable of operating autonomously.

Responsibilities

Own and manage customer renewals, targeting 97%+ retention.
Proactively identify and mitigate churn risk.
Drive product adoption and customer engagement initiatives.
Identify and surface expansion opportunities.
Conduct regular customer check-ins and establish full account coverage.
Execute QBRs and evolve conversations toward strategic outcomes.
Collaborate cross-functionally with Support, Product, and Solutions Engineering.
Act as the voice of the customer internally.
Assist with invoicing coordination alongside Finance.
Demonstrate strong time management across a large portfolio (75–90 accounts).