Customer Success Manager
About The Position
As a Customer Success Manager, you will drive the strategic health and growth of a portfolio of high-value customers, serving as a trusted advisor throughout the post-implementation customer journey. You will partner closely with Sales and Implementation teams to ensure a smooth transition into long-term adoption, value realization, and renewal success. In this role, you will lead executive business reviews, drive product adoption, and help customers achieve their clinical and financial goals through strategic guidance and data-driven insights. Acting as a primary internal advocate, you will collaborate cross-functionally with R&D, Support, and Implementation teams to address customer challenges, navigate escalations, and influence platform improvements based on customer feedback. We are looking for an assertive professional who thrives in fast-paced environments and can translate complex data into actionable strategies that optimize outcomes within our customers’ ecosystems.
Requirements
- 3+ years of experience in Customer Success, Account Management, Service Delivery, Project Management, or a related client-facing role.
- Healthcare or state government industry experience or familiarity with interoperability tools (e.g., Availity) is strongly preferred.
- Experience managing customer relationships and driving adoption within SaaS or healthcare technology environments.
- Strong communication and presentation skills, including experience delivering customer-facing business reviews or strategic updates.
- Experience with CRM and Customer Success platforms such as HubSpot and Vitally preferred.
- Experience using data and analytics to identify risks, measure success, and drive customer outcomes.
- Ability to collaborate cross-functionally with Product, Support, Sales, and Implementation teams.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Proactive, solutions-oriented mindset with a strong focus on customer outcomes and retention.
Responsibilities
- Serve as the primary point of contact for a portfolio of enterprise customers, building trust-based relationships with stakeholders from operational users to C-suite leadership to ensure measurable value and retention.
- Design and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex usage metrics into actionable narratives, ensuring the platform's impact aligns with the customer’s clinical and financial objectives.
- Manage the customer journey, partnering with Sales and Implementation teams to translate initial discovery goals into a structured, value-driven success plan.
- Proactively drive usage growth by identifying new user groups, conducting staff training, and providing "best practice" blueprints to ensure deep integration of the tool suite.
- Utilize Vitally, HubSpot, and generative AI to monitor account health and identify risks. Leverage familiarity with healthcare ecosystems (e.g., Availity) to optimize interoperability and streamline workflows.
- Act as the "Voice of the Customer" by synthesizing client feedback to influence the product roadmap and navigating technical escalations to maintain project momentum and trust.
- Closely monitor usage metrics and data trends to proactively address deployment hurdles and mitigate risks before they impact the user experience.
Benefits
- 401k & equity grants
- Free food and onsite gym at our Austin HQ
- Paid parental leave
- Competitive PTO & 10 paid holidays
- Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
- Dog-friendly office in Austin HQ
- 24/7 access to telemedicine and counseling
- Book Purchasing Program
- Leadership Development Training
- Paid Volunteering Time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
