Customer Success Manager (Bay Area/Central Valley)
About The Position
The Customer Success Manager owns a named book of accounts across the Bay Area and Central Valley, serving as the primary owner for customer adoption, renewals, and growth. The role partners with administrators and providers to drive meaningful use of the TadHealth platform and turn customer usage into renewals and expansion. In partnership with Client Experience leadership, the Customer Success Manager helps build playbooks, shape customer success operations, and share field insights with Product. The position reports to the Director of Customer Success. This is a remote role with potential periodic travel to client sites across the Bay Area and/or Central Valley. Candidates should live in or near these regions. Success involves learning the platform, mission, and California’s Children and Youth Behavioral Health Initiative (CYBHI); meeting customers and refining onboarding and communication cadences; leading trainings and onboarding; establishing success plans; sharing customer feedback with Product; and ultimately owning retention and renewals, identifying expansion opportunities, and serving as a trusted customer advisor.
Requirements
- At least 3 years of experience in customer success, account management, or a similar customer-facing role in B2B SaaS, with ownership of a book of business.
- Experience at an early- or growth-stage startup.
- A record of driving technical or platform adoption among non-technical users.
- Ability to work independently when priorities shift and processes are not yet established.
- General comfort with privacy and compliance conversations.
- Strong cross-functional collaboration skills and ability to translate between technical and non-technical audiences.
- AI fluency, preferably with Claude, and proficiency in the Google ecosystem.
- Genuine interest in the company’s mission.
- Based in or near the Bay Area or Central Valley region.
Nice To Haves
- Experience with FERPA and/or HIPAA.
- Familiarity with district, county office, or community-based organization structures.
- Background in EdTech and/or HealthTech.
- Experience using ChurnZero or a similar tool, Slack, and Confluence.
Responsibilities
- Own renewals and expansion for a book of accounts, including forecasting and pursuing revenue opportunities.
- Drive accounts toward defined usage milestones through onboarding, training, and tailored success plans.
- Build relationships at every level of district or county organizations, including decision-makers with authority.
- Facilitate privacy and compliance conversations, including FERPA and HIPAA topics, in partnership with privacy and policy teams.
- Share customer insights with Product and help shape the roadmap.
- Create repeatable playbooks and improve team processes.
- Learn the platform, mission, and CYBHI; meet customers and refine onboarding and communication cadences.
- Lead customer trainings and onboarding sessions, establish success plans, and provide customer feedback to Product.
- Own retention and renewals, identify expansion opportunities, and serve as a trusted advisor to customers.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
