Customer Success Manager

PartsSource • Charlotte, NC

1d • Hybrid

About The Position

The Customer Success Manager (CSM) at PartsSource manages a portfolio of customers to ensure they achieve measurable value from PartsSource solutions. This role is responsible for driving retention, adoption, and growth through proactive engagement, customer health management, and strategic partnership. The CSM acts as a central point in the customer experience, collaborating with Sales, Operations, and Product teams to ensure seamless delivery, strong relationships, and long-term customer success outcomes. PartsSource is a leading technology and software platform for managing mission-critical healthcare equipment, trusted by over 5,000 US hospitals and 15,000 clinical sites, committed to ensuring healthcare is always on.

Requirements

• Bachelor’s degree or equivalent experience
• 3–8+ years in Customer Success, Account Management, or similar role
• Experience managing customer portfolios and driving retention outcomes
• Strong communication and relationship management skills
• Ability to manage multiple accounts and priorities simultaneously

Nice To Haves

• Experience in healthcare, SaaS, or technology-enabled services
• Familiarity with CRM and customer success platforms (Salesforce, Gainsight, etc.)
• Experience with data-driven customer insights and performance metrics
• Experience supporting expansion or revenue growth within accounts

Responsibilities

• Own a portfolio of customer relationships, driving retention, satisfaction, and measurable outcomes
• Lead onboarding and adoption efforts to ensure customers fully utilize PartsSource solutions
• Develop and execute customer success plans aligned to customer goals and business outcomes
• Monitor customer health and proactively drive value realization across accounts
• Identify and mitigate churn risks through proactive engagement and issue resolution
• Drive account expansion opportunities in partnership with Sales teams
• Maintain strong executive and stakeholder relationships across customer organizations
• Ensure consistent engagement to support long-term retention and growth
• Track and manage customer health metrics, adoption trends, and engagement signals
• Maintain accurate account forecasting and pipeline visibility for renewals and expansion
• Use data and insights to identify risks, opportunities, and areas for improvement
• Provide regular reporting and updates to internal stakeholders
• Partner with Product, Operations, Sales, and Support teams to deliver seamless customer experiences
• Advocate for customer needs and provide feedback to improve products and services
• Coordinate internal resources to resolve issues and deliver on customer commitments
• Ensure alignment across teams to support customer success outcomes

Benefits

• Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
• Career and professional development through training, coaching and new experiences.
• Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of passionate professionals learning and growing together.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees