Customer Success Manager – Missouri
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) with a benefits package built to support your well-being and long-term growth.
- 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
- Mission-driven culture — your work directly impacts lives
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
