Customer Success Manager

Sohar Health•New York, MA

9d•$90,000 - $110,000•Remote

About The Position

We’re looking for a Customer Success Manager to own the success, retention, and growth of a portfolio of approximately 25 customers. You will serve as the primary relationship owner for your customers, ensuring they receive responsive communication, clear guidance, and coordinated support throughout their lifecycle with Sohar. You will maintain renewal plans, identify expansion opportunities, manage customer risk, and translate customer needs into action across Product, Implementation, Sales, and technical teams. This is a hands on role for someone who combines strong relationship management with commercial judgment, operational discipline, and a genuine ownership mindset. You will directly influence customer retention, expansion revenue, and the consistency of the customer experience as Sohar continues to grow. This role reports directly to the Head of Customer Success.

Requirements

3 to 5 years of total professional experience.
Customer Success, Account Management, or another post sales role within a B2B SaaS or technology enabled business.
Experience managing a portfolio of at least 25 customers, ideally 30 or more.
Evidence of achieving retention, renewal, growth, or expansion targets.
Experience owning renewals and identifying expansion opportunities across an existing customer portfolio.
Strong executive, verbal, and written communication skills, particularly in fast moving channels such as Slack.
A track record of owning customer issues and escalations through to resolution.
Strong organizational skills and the ability to manage multiple customer priorities without losing attention to detail.
Comfort using CRM data, product usage, customer health signals, and commercial metrics to prioritize work.
Ability to influence Product, Implementation, Sales, and technical teams without direct authority.
A practical, resourceful approach suited to a growing, early stage company.

Nice To Haves

At least one year of frontline customer support, sales development, or another high volume customer facing role before moving into Customer Success.
Experience working with Salesforce or a comparable CRM.
Experience creating or improving Customer Success playbooks, meeting cadences, health scoring, or renewal processes.
Healthcare technology, revenue cycle management, or API first platform experience.

Responsibilities

Own the success, retention, and growth of approximately 25 customers, including relationship management, renewal planning, risk mitigation, expansion identification, forecasting, and customer escalations.
Deliver a consistently excellent customer experience through responsive communication, effective meetings, clear documentation, reliable action closure, and close coordination with Implementation, Product, Sales, and technical teams.
Translate customer needs and data into structured product feedback and scalable Customer Success processes, while completing one measurable internal improvement project per quarter after onboarding.