Customer Success Manager

Passage Health•New York, NY

4d•Hybrid

About The Position

Passage Health is a fast-growing Series A startup on a mission to improve the quality and accessibility of autism care through technology. The diagnosis rate for autism has surged over the past decade to 1 in 31 children. Yet families still face waitlists of up to a year for care, as providers struggle to meet demand with outdated systems and manual workflows. We’re building the platform that powers autism care providers’ entire business—from clinical documentation to operations to billing—modernizing how care is delivered and scaling access across a $460B market. Over the past year, Passage has grown more than 3x year over year, driven by strong customer demand and expanding partnerships across the autism care ecosystem. As we continue to scale, we’re focused on building durable foundations across the company, including the systems, processes, and decision-making needed to support long-term growth. As a Customer Success Manager (CSM), you will play a pivotal role in shaping the future of our customer team. This is an exciting opportunity to join a fast-growing start-up and directly contribute to our clients' success. You’ll collaborate with cross-functional teams to ensure successful implementations, build trusted partnerships, and help guide product improvements through client feedback. Sponsorship is not available for this role.

Requirements

3-5 years in Customer Success, Onboarding, Implementation, or a similar client-facing role, ideally in SaaS or healthcare technology.
Strong passion for helping clients succeed, backed by a history of fostering long-term relationships and solving client problems.
Embraces ownership mindset with ability to take initiative in a fast-paced start-up setting with exceptional attention to detail. Proactive and resourceful in identifying and addressing challenges.
Exceptional organizational skills and ability to manage multiple projects and priorities in a fast-paced environment.
Outstanding written and verbal communication skills, with an ability to convey complex ideas clearly and effectively.

Nice To Haves

Personal connection to autism or autism care is a plus!

Responsibilities

Own the end-to-end client onboarding process for a portfolio of customers, ensuring timely and seamless transitions, and proactively guiding clients through challenges
Build and maintain strong relationships with many different client stakeholders, acting as their trusted advisor and point of contact. Monitor engagement, drive adoption, and proactively solve issues to ensure long-term success.
Lean in and collaborate with our Support team to provide high quality support to your top tier clients helping with questions or basic technical support.
Gather valuable insights and feedback from clients to help shape product enhancements, acting as the customer’s voice within our team.
Partner with Sales, Product, and Support teams to deliver a seamless and delightful client experience.