Customer Success Manager – DS Smart

Direct Supply•Milwaukee, WI

3d•Onsite

About The Position

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Customer Success Generalist - DS Smart position, you’ll support the full customer lifecycle for smaller corporate customers, including onboarding, adoption, reporting, and retention. You’ll develop deep product knowledge while supporting cross-functional customer success efforts and helping deliver a seamless experience across the DS Smart platform. This role is ideal for a tech-forward, collaborative, and value-driven customer success Partner who embraces emerging technology to improve customer outcomes, team workflows, and DS Smart growth.

Requirements

Bachelor’s degree in Business, Communications, or related field
Ability to travel by car and/or plane up to 10%

Nice To Haves

Internship, customer-facing, or customer support experience preferred
Strong interest in building a career in Customer Success, SaaS, or technology-enabled customer strategy
Familiarity with SaaS platforms, connected devices, or AI-enabled productivity tools is a plus
Experience with CRM systems or customer analytics tools such as Totango is beneficial

Responsibilities

Guide customers through onboarding and DS Smart setup, ensuring a positive and seamless experience
Provide responsive post-sale support, including app walkthroughs, troubleshooting, usage guidance, and customer follow-through
Deliver user training and product education focused on successful adoption and measurable customer value
Monitor usage and engagement metrics to identify risks, uncover optimization opportunities, and surface expansion signals
Support implementation, expansion, and retention efforts for corporate customers under 75 buildings
Contribute to team success through documentation, knowledge sharing, process improvement, and leading by example