Customer Success Manager

Nirvana•New York City, NY

23d•Hybrid

About The Position

About Nirvana At Nirvana, we are revolutionizing the way benefit verification is handled. Recognizing its convoluted and opaque nature, we are dedicated to bringing transparency to the costs and coverage of healthcare. By leveraging machine learning and AI, we have developed tools that enable care providers across various specialties to seamlessly check coverage, from patient intake through continuous monitoring, saving significant time and resources. Our mission extends beyond facilitating access to care, we aim to alleviate financial anxiety for those seeking medical assistance and for providers. Backed by Northzone, Inspired Capital, Eniac Ventures, Surface Ventures, and other leading investors, Nirvana is on a rapid growth trajectory. We serve some of the largest clients in healthcare, including Lifestance Health, Modern Health, and Headspace, and have expanded beyond behavioral health into physical therapy, intensive outpatient, primary care, and beyond. Join us as we continue to transform healthcare, making it more transparent and accessible for everyone. About the Role Nirvana is looking for a motivated and thoughtful Customer Success Manager to join our growing CS team. You'll own a book of business spanning SMB and select mid-market accounts , with growing ownership over your first few months and exposure to enterprise accounts through shadowing and support. You’ll report to our Head of CS. This role is ideal for someone with 1-2 years of experience independently owning a book of business who is comfortable operating at a more junior level while building toward a path to Enterprise CSM. You should be confident with the fundamentals and ready to grow into more complex accounts over time. Location: NYC (in office 3 days per week). Candidates must be based in the New York City area. We are not able to consider remote applicants for this role.

Requirements

1-2 years independently owning a book of business, as part of 2.5-4 years of overall experience in Customer Success, Account Management, or a related client-facing role (SaaS or healthtech experience is a plus)
Early-stage startup experience required, comfortable working independently in ambiguity
Strong organizational instincts and the ability to manage multiple accounts and competing priorities, with the ability to triage and prioritize independently
Passion for process development, with an eye for turning ambiguity into structure
Excellent communication and interpersonal skills, energized by helping customers succeed
Data-savvy with strong storytelling skills; intermediate Excel or Google Sheets, Metabase experience strongly preferred
Comfortable in customer engagement platforms like Salesforce
Based in NYC and excited to join our hybrid office 3 days a week

Nice To Haves

Familiarity with healthcare or healthtech products
Exposure to onboarding or implementation processes

Responsibilities

Gain exposure to Nirvana's customer journey, product, and playbooks, with growing account ownership within the first 3 months
Manage a book of approximately 70 accounts, including SMB and mid-market , with roughly half suited for self-service transition as you help standardize support
Own process development for the CS team, identifying gaps and building scalable, standardized workflows as the book of business grows
Partner with CS on reporting and analyses to support broader team initiatives
Guide customers through onboarding and implementation, ensuring smooth and successful go-lives
Monitor engagement and usage, surfacing insights to drive adoption and retention
Serve as a trusted advisor to your accounts, delivering product updates, best practices, and performance reporting
Shadow and support enterprise accounts as opportunities arise, building toward a path to Enterprise CSM
Advocate internally for customer needs and contribute to process improvements across the CS team
Independently triage and prioritize across a high-volume book