Customer Success Manager

Bamboo Health

14d•Remote

About The Position

Bamboo Health is the leader in Real-Time Care Intelligence™ solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country’s largest health plans to improve more than 1 billion patient encounters annually. Join us in improving lives during pivotal care moments! Summary: The Customer Success Manager (CSM) plays a critical role in ensuring Bamboo Health’s customers achieve measurable value and sustained success with our products and services. This role focuses on executing scalable engagement, retention, and education programs designed by the Customer Success leadership team. The CSM will work directly with customers to drive adoption, identify risks and opportunities, and deliver tailored experiences that build loyalty and long-term retention.

Requirements

3–5 years of experience in Customer Success, Account Management, or related customer-facing roles.
Proven ability to execute customer engagement and retention strategies that drive measurable impact.
Strong communication and interpersonal skills, with a customer-first mindset.
Comfort working with data to assess customer health, identify risks, and report on outcomes.
Experience using CRM and customer success platforms to manage and track engagement activities.
Ability to work cross-functionally to resolve customer issues and ensure a consistent experience.
Excellent organizational skills and attention to detail, with the ability to manage multiple priorities simultaneously.
Enthusiasm for customer education, engagement, and helping customers realize value from technology.
A self-starter attitude with a commitment to teamwork, learning, and continuous improvement.
Comfort using or learning AI-supported tools (e.g., ChatGPT, CoPilot, or role-specific tools) to improve daily workflows.
A forward-thinking, curious mindset with an openness to experimenting with new technologies.
Strong analytical and problem-solving skills, with sound judgment and creativity in designing solutions.
Proven ability to thrive in fast-paced, high-growth, and rapidly evolving environments.
Ability to work effectively in a remote-first environment, ensuring high-quality virtual interactions with minimal distractions.
The ability to travel periodically for work.

Responsibilities

Execute Tier 3 customer retention and engagement strategies, ensuring consistent and high-quality delivery across the customer base.
Manage ongoing customer communications, including email campaigns, webinars, and in-person sessions that educate users on workflows, best practices, and how to maximize product value.
Leverage digital education resources and self-service tools to increase adoption and improve customer engagement.
Monitor customer health and engagement metrics, proactively identifying retention risks and supporting execution of churn-save playbooks.
Support implementation of loyalty and engagement programs that reinforce customer satisfaction and retention.
Communicate Bamboo Health’s value to customers through reporting, success stories, and ROI-driven messaging.
Collaborate with internal teams to ensure customer issues are resolved quickly and effectively, escalating where necessary to prevent churn.
Identify and surface up-sell and cross-sell opportunities through insights gained from customer interactions and engagement data.
Contribute customer feedback and insights to internal teams (Product, Marketing, Operations) to help improve the customer experience.
Maintain accurate documentation of customer interactions, retention activities, and outcomes in CRM and related tools.
Serve as a trusted partner to customers, ensuring they feel supported, informed, and valued throughout their journey with Bamboo Health.
Continuously build proficiency with AI tools and integrate them into daily work practices to measurably improve productivity, accuracy, and customer experience.

Benefits

Join one of the most innovative healthcare technology companies in the country.
Have the autonomy to build something with an enthusiastically supportive team.
Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.
Receive competitive compensation including health, dental, vision and other benefits.

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