Customer Success Manager

Kipu Systems

10d

About The Position

Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, but it is through our people that we truly make a difference. Role Overview The Customer Success Manager (CSM) owns the success, retention, and adoption of a defined portfolio of customers. This role operates with a high degree of independence and is responsible for proactively managing customer health, driving adoption, and identifying risks and opportunities. The CSM balances relationship management, data analysis, and execution while partnering cross-functionally to deliver customer outcomes and business results.

Requirements

3–5+ years of experience in Customer Success, Account Management, or a related SaaS role
Experience managing a book of business independently
Strong analytical and organizational skills
Comfort working in a cross-functional, fast-paced environment
Bachelor’s degree or equivalent experience required

Nice To Haves

Healthcare or regulated SaaS experience preferred

Responsibilities

Own a portfolio of customers with varying levels of complexity.
Build trusted relationships with customer stakeholders and champions.
Serve as the primary point of contact for customer success needs.
Develop and execute success plans aligned to customer goals and product usage.
Conduct structured discovery to understand customer workflows, challenges, and priorities.
Lead customer meetings including onboarding reviews, health checks, and QBRs.
Drive adoption of core and advanced product capabilities across products.
Translate customer goals into product use cases and success metrics.
Identify and recommend opportunities to improve efficiency, outcomes, and ROI.
Analyze usage, engagement, and customer data to assess health and predict risk.
Proactively identify at-risk accounts and execute mitigation plans.
Maintain accurate documentation and reporting in CRM and customer success tools.
Support renewals and identify expansion opportunities in partnership with Sales.
Demonstrate financial acumen related to ARR, renewals, and customer value.
Escalate payment or contractual concerns appropriately.
Lead investigation and resolution of customer issues within defined scope.
Coordinate with Support, Product, and Engineering teams to resolve issues.
Advocate for customer needs while balancing internal priorities.