Customer Success Manager

Prospyr

3d • Remote

About The Position

Prospyr Medical is building the operating system for medical aesthetics and wellness. We replace fragmented EMRs, POS systems, payments tools, and analytics with a single, modern platform designed for how practices actually run. Our customers rely on Prospyr to power revenue, operations, and patient experience. Customer Success is not a support function here — it’s a growth engine and a direct input into product strategy. We’re looking for a Customer Success Manager who is equal parts operator, consultant, and product partner. You’ll own high-impact customer relationships end-to-end: driving outcomes, pushing adoption, surfacing product gaps, and helping shape what we build next. This role is hands-on, fast-moving, and highly cross-functional — ideal for someone who likes ambiguity, ownership, and real influence.

Requirements

• 5–8+ years in Customer Success, Account Management, or similar roles in B2B SaaS or in Management Consulting
• Proven ability to drive retention, expansion, and adoption in complex products
• Comfort operating in ambiguity and building process where none exists
• Strong communication skills
• Bias toward action, ownership, and accountability

Nice To Haves

• Experience working closely with Product and Engineering teams
• Familiarity with EMR, POS, payments, subscriptions, or analytics platforms

Responsibilities

• Own Customer Outcomes & Growth
• Act as the strategic partner for a portfolio of high-value customers
• Drive retention, expansion, and long-term customer value — not just “happiness”
• Identify risks early, create action plans, and push customers toward measurable ROI
• Lead QBRs, success plans, and executive-level conversations with practice owners and operators
• Build Scalable Customer Education
• Create scalable onboarding and education programs that reduce dependency on 1:1 support
• Develop playbooks, workflows, and best-practice guides for complex operational use cases
• Turn real customer learnings into repeatable content that helps every customer succeed faster
• Drive Product Adoption
• Lead adoption of new features, AI tools, and workflows across your book of business
• Own customer-facing rollout strategy for major product launches
• Help customers rethink and modernize their internal processes to fully leverage Prospyr
• Influence the Product Roadmap
• Be the voice of the customer in product discussions — grounded in real usage
• Work directly with Product and Engineering to translate customer problems into solutions
• Participate in betas, pilots, and early feature testing with customers
• Close the loop: validate that what we ship actually solves the problem
• Operate Cross-Functionally
• Collaborate with Support, Implementation, and Marketing to improve the full customer lifecycle
• Help define Customer Success processes, metrics, and tooling as the company scales

Benefits

• Direct influence on customers, product direction, and company trajectory
• Ownership and autonomy — this role shapes how Customer Success works at Prospyr
• A fast-growing company with real product-market fit and deeply engaged customers
• Competitive compensation, equity, and benefits
• Remote-first, high-trust, execution-focused culture

What This Job Offers

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