Customer Success Manager – Missouri

Purple Squirrel Enterprises•Jefferson City, MO

8d•Hybrid

About The Position

The Customer Success Manager (CSM) plays a critical role in supporting enterprise customer success at the provider and site level. This role delivers hands-on support to drive product adoption, user satisfaction, and successful outcomes across all sites within enterprise accounts. This is a Missouri-based, hybrid role requiring Missouri residency and regular on-site presence with enterprise accounts throughout the state. You will be the primary point of contact for your assigned accounts — managing relationships, leading implementations, delivering training, and ensuring measurable outcomes that directly impact care quality. Travel: Up to 50% within Missouri, depending on active go-lives and onboarding cycles (typically approximately twice per month).

Requirements

Missouri residency required — candidates must currently reside in Missouri
3–5 years of experience in customer success, account management, training, implementation, or a related customer-facing role
Strong communication skills — confident engaging with executive stakeholders and frontline end users alike
Experience delivering end-user training (virtual and/or in-person) and creating training resources
Technical aptitude — ability to troubleshoot issues and collaborate effectively with technical teams
Project management skills — ability to support multiple site-level initiatives concurrently
Ability and willingness to travel up to 50% within Missouri (typically ~twice per month, depending on active go-lives)

Nice To Haves

Healthcare industry experience, particularly working with providers or health technology solutions
Familiarity with SaaS platforms, implementation workflows, or care settings (IDD, assisted living, behavioral health)

Responsibilities

Serve as the primary point of contact for assigned accounts, coordinating software, hardware, and service support in partnership with the Tech Support team
Manage customer relationships at multiple levels — executive sponsors, program sponsors, department leads, and end-user staff
Lead end-to-end implementations, including: Project management and cross-functional coordination, Platform configuration, Quality assurance (QA), Go-live achievement
Deliver end-user training (virtual and in-person) to drive adoption and effective product use
Provide end-user technical support, ensuring timely issue resolution
Conduct on-site and virtual office hours to address questions and share best practices
Provide basic on-site hardware troubleshooting; escalate unresolved issues to Tech Support
Ensure customer success outcomes including adoption, health scores, satisfaction, and measurable ROI
Build trusted relationships with provider and site-level stakeholders within assigned enterprise accounts
Support provider and site-level communications in close coordination with enterprise leadership
Participate in Quarterly Business Reviews (QBRs) for significant providers within enterprise accounts
Escalate issues, align on goals, and ensure consistent execution of enterprise-level initiatives
Gather and document product feedback and development needs from providers and end users
Partner with the product team to represent provider-level needs in product development discussions
Support achievement of site-level go-live milestones and adoption targets

Benefits

$90,000 – $100,000 base salary (commensurate with experience)
Medical: CareFirst BlueCross BlueShield — 100% company-paid individual premiums (base HSA plan); dependent coverage available
Dental & Vision: CareFirst — available at employee cost
Company-paid: Life & AD&D, Short-Term Disability, Long-Term Disability
Virtual Care: CloseKnit — 24/7 primary care + mental health, no additional cost
401(k) retirement plan
Lifestyle Spending Account: $50/month, paid quarterly
Perks: Birthday stipend, work anniversary stipend, company swag store
PTO: Flexible, no hard cap — manager approval required
Professional development and learning opportunities