Customer Success Manager

AvaSure • Grand Rapids, MI

8d • $76,000 - $92,000 • Remote

About The Position

AvaSure is revolutionizing healthcare with cutting-edge virtual care solutions that protect patients and empower clinical teams. We’re proud of our collaborative culture where innovation thrives and every team member is valued. Want to be part of something meaningful? Apply today and help us shape the future of healthcare! Position Summary: The Customer Success Manager is responsible for driving customer retention, account growth, and value realization across a portfolio of mid- to high complexity accounts. This role plays a critical part in advancing customer relationships toward greater maturity by identifying opportunities for expansion and preparing accounts for scalable success. Through proactive engagement, strategic guidance, and strong relationship management, the CSM ensures customers are positioned to achieve their business goals while supporting long-term partnership growth.

Requirements

• Strategic Customer Engagement and Relationship Management
• Retention and Value Realization
• Business Outcome Framing and ROI Communication
• Escalation Management and Resolution
• CRM Tools and CS Technology Platforms (e.g., Dynamics, Gainsight, Salesforce or similar)
• Strong communication and presentation skills
• Problem-solving and solution-oriented mindset
• Ability to manage multiple priorities in a dynamic environment
• Customer empathy and a proactive approach to value delivery
• Bachelor’s degree or equivalent professional experience
• 4–6 years in customer success, account management, or a related role preferably within healthcare SaaS/technology
• Demonstrated ability to manage moderate-to-complex accounts and deliver measurable results
• Must be able to sit for much of the workday with periodic walking and/or standing.
• Must be able to work in an office environment or remotely within standard business hours.
• This role requires approximately 30% travel.

Responsibilities

• Own customer outcomes across a portfolio of accounts.
• Lead strategic planning sessions and business reviews.
• Lead customer onboarding, adoption, and engagement milestones.
• Build strong relationships across operational and managerial levels.
• Track adoption and performance metrics to identify risks and opportunities.
• Partner across functions to resolve issues and surface enhancements.
• Promote customer advocacy (references, case studies, etc.).
• Support growth by identifying upsell or expansion potential.
• Deliver on performance targets tied to retention, expansion, and CSAT and NPS.

Benefits

• AvaSure sponsored Medical, Dental & Vision
• Safe Harbor 401K with Employer Matching up to 4%
• HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
• Flexible Time Off Plan & Paid Holidays
• Parental Leave
• Generous Tuition & Continuing Education Reimbursement available
• Employee Referral Bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level