Customer Success Manager

Nobi • Houston, TX

35d • Remote

About The Position

The Customer Success Manager: US owns the post-go-live customer relationship for Nobi's US accounts — everything that happens once a community is live and using Nobi day to day. The role works at two levels: day-to-day ownership of individual live communities, and, as experience and seniority grow, ownership of broader regional and operator-level relationships spanning multiple communities. Account allocation reflects this progression, with a clear path to grow into larger, more strategic operator relationships over time. At its core, this is a proactive, strategic function focused on customer health, product adoption, value realization, and retention — not primarily relationship management or escalation coordination. As we rebuild and professionalize the US Customer Success function, you'll drive proactive account development across your portfolio, partnering with Implementation for a smooth go-live handoff, with Support on escalations, and with Sales on renewal and expansion conversations — while retaining overall accountability for the health and satisfaction of every account in your portfolio.

Requirements

• 5+ years of customer success, account management, or customer-facing experience.
• Experience managing a portfolio of concurrent customer accounts and relationships.
• Evidenced history of building and maintaining successful, long-term customer relationships.
• Strong communication and stakeholder-management skills; comfortable presenting to both frontline staff and senior stakeholders.
• Ability to explain technical concepts clearly, build trust quickly, and adapt communication style to the audience.
• Comfort working cross-functionally with Implementation, Support, and Sales teams to resolve issues and identify opportunities.
• Ability to prioritize and self-manage time across a portfolio of accounts with competing needs.
• Willingness and ability to travel up to 20% of the time to customer sites across the US.
• Self-motivated and effective working in a fully remote, distributed team.
• Understanding and experience with HIPAA compliance

Nice To Haves

• Strong preference for candidates who bring senior living experience from the operator side and/or Customer Success experience at a rapidly scaling, venture-backed technology company.

Responsibilities

• Own the customer relationship at both the individual community and the regional/operator level, with portfolio scope and complexity reflecting your experience and seniority.
• Proactively monitor account health, product adoption, and usage trends, driving value realization and getting ahead of risks well before they affect renewal.
• Partner with the Implementation team to ensure a smooth handoff from go-live into steady-state account management.
• Coordinate with the Support team on escalations affecting your accounts, ensuring customers feel heard and issues are resolved quickly.
• Identify and support renewal and expansion opportunities, partnering with Sales on upsell and cross-sell conversations.
• Conduct regular business reviews with key accounts and, at the operator level, with regional stakeholders, sharing usage insights and reinforcing the value of the Nobi platform.
• Gather and relay customer feedback to Product, Support, and Implementation teams to inform roadmap and service improvements.
• Manage a portfolio of concurrent customer relationships across multiple accounts, operators, and stages of the customer lifecycle, with the opportunity to grow into larger, more strategic operator relationships over time.

Benefits

• Competitive Salary
• A full benefits package, including retirement savings, medical, dental, and vision insurance, life insurance, and Short- and Long-Term Disability coverage.
• A paid time off package.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed