Customer Success Manager

SuperDial•New York, NY

51d•$100,000 - $130,000

About The Position

We’re looking for a Customer Success Manager who will act as the quarterback for their accounts, leading communication, managing relationships, and ensuring every customer gets maximum value from our platform. You’ll manage customer relationships end-to-end, balancing proactive engagement with responsive support, and play a key role in shaping how our Customer Success function scales. This role blends relationship management, analytical problem-solving, and process design. You’ll thrive here if you bring a consulting mindset, able to bring structure to ambiguity, bridge technical and non-technical conversations, and turn complex problems into clear, actionable plans.

Requirements

3+ years in Customer Success, Account Management, or Consulting (SaaS or healthcare tech experience strongly preferred).
Excellent problem-solving skills, with the ability to bridge technical and non-technical conversations.
Strong communicator and relationship builder - professional, proactive, and focused on long-term trust.
Proven experience managing multiple accounts and balancing proactive engagement with responsive support.
Commercially minded, with experience driving renewals, upsells, or account expansion strategies.
Analytical and structured - skilled at using data and insight to guide action.
Light technical aptitude; comfortable understanding integrations, workflows, and platform behavior.
Familiar with CRM systems and project or ticketing tools (flexible on platforms).

Nice To Haves

Experience in healthcare, AI-driven solutions, or revenue cycle management is a strong plus.

Responsibilities

Own customer relationships: Lead meetings independently, maintain clear next steps, and build trust across all levels of the client organization.
Drive renewals and expansion: Manage churn risk, identify and execute upsell opportunities, and contribute directly to improving net revenue retention (NRR).
Act as the quarterback for your accounts: Coordinate across Product, Engineering, and Operations to ensure smooth execution and timely issue resolution.
Bridge business and technical conversations: Understand customer goals, technical context, and constraints, and translate between stakeholders with clarity and confidence.
Bring structure to unstructured environments: Create repeatable processes and documentation that make customer management more predictable and scalable.
Leverage data and insight: Use a quantitative, analytical approach to identify trends, risks, and opportunities within your portfolio.
Collaborate cross-functionally: Partner with internal teams to surface customer feedback, advocate for product improvements, and enhance overall experience.
Travel occasionally: Visit customers or attend industry events when needed.