Customer Success Manager, National

Kontakt.io

19d•Remote

About The Position

The Customer Success Manager - National Accounts owns post-deployment success for strategic national healthcare customers. The role partners with clinical, operational, IT, and executive stakeholders to drive platform adoption, value realization, measurable ROI, renewals, and expansion. The manager also contributes to evolving scalable, consistent, ROI-driven Customer Success practices and works cross-functionally to deliver cohesive customer experiences and inform product improvements.

Requirements

At least 6 years of Customer Success experience in healthcare, supporting national healthcare organizations.
Ability to work independently with substantial autonomy, take ownership of customer relationships and outcomes, and contribute in a fast-paced, growth-stage environment.
Ability to remain effective and impactful for customers in an environment of continuous change.
Experience in healthcare technology, including supporting technology and SaaS platforms in complex healthcare environments.
Strong understanding of healthcare workflows, customer lifecycle management, renewals, and expansion strategies.
Experience driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms.
Executive presence and ability to engage senior leaders, lead strategic conversations, and articulate value and ROI at the executive level.
Strong problem-solving skills and an ownership-oriented mindset.
Experience using Salesforce or similar enterprise CRM tools.

Responsibilities

Manage a portfolio of strategic national healthcare customers after deployment, serving as a trusted long-term partner.
Develop and execute outcome-driven success plans aligned with customer goals for safety, asset visibility, operational efficiency, and ROI.
Build relationships with clinical, operational, IT, and executive stakeholders.
Guide customers through post-go-live adoption, optimization, and expansion to sustain value realization.
Identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction.
Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth.
Contribute to the evolution of national Customer Success practices, emphasizing consistency, scalability, and ROI-driven outcomes.
Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement.
Translate customer data and outcomes into ROI narratives, best practices, and playbooks for the broader Customer Success organization.
Provide input on processes, tools, and workflows that improve team efficiency and customer impact.
Collaborate with Sales, Product, Technical Account Services, Hardware Operations, and Marketing to deliver cohesive post-deployment customer experiences.
Represent the voice of the customer by sharing insights that inform product direction, roadmap decisions, and ROI-focused improvements.
Collaborate on initiatives that support measurable ROI, adoption, and long-term customer value.