Customer Success Manager

Passage Health•New York, NY

28d•$90,000 - $120,000•Hybrid

About The Position

As a Customer Success Manager (CSM), you will play a pivotal role in shaping the future of our customer team. This is an exciting opportunity to join a fast-growing start-up and directly contribute to our clients' success. You’ll collaborate with cross-functional teams to ensure successful implementations, build trusted partnerships, and help guide product improvements through client feedback.

Requirements

Experience: 3-5 years in Customer Success, Onboarding, Implementation, or a similar client-facing role, ideally in SaaS or healthcare technology.
Customer-Centric Mindset: Strong passion for helping clients succeed, backed by a history of fostering long-term relationships and solving client problems.
Ownership & Initiative: Embraces ownership mindset with ability to take initiative in a fast-paced start-up setting with exceptional attention to detail. Proactive and resourceful in identifying and addressing challenges.
Project Management: Exceptional organizational skills and ability to manage multiple projects and priorities in a fast-paced environment.
Excellent Communication: Outstanding written and verbal communication skills, with an ability to convey complex ideas clearly and effectively.

Nice To Haves

Personal connection to autism or autism care is a plus!

Responsibilities

Client Onboardings: Own the end-to-end client onboarding process for a portfolio of customers, ensuring timely and seamless transitions, and proactively guiding clients through challenges
Client Success: Build and maintain strong relationships with many different client stakeholders, acting as their trusted advisor and point of contact. Monitor engagement, drive adoption, and proactively solve issues to ensure long-term success.
Client Support: Lean in and collaborate with our Support team to provide high quality support to your top tier clients helping with questions or basic technical support.
Product Feedback and Improvements: Gather valuable insights and feedback from clients to help shape product enhancements, acting as the customer’s voice within our team.
Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to deliver a seamless and delightful client experience.