Manager of Customer Success
Activated Insights•Rexburg, ID
•Onsite
About The Position
Activated Insights, a Software-as-a-Service (“SaaS”) leader in long-term and post-acute care, is seeking a Customer Success Manager to support our growing Customer Success organization. This position is on-site at our brand new office in Idaho Falls. Founded in 2008, Activated Insights serves North America’s fastest-growing labor market—long-term and post-acute senior care. With over 250 team members and 7,000+ customers across 23,000+ sites of care, our solutions focus on employee engagement, ongoing education, patient satisfaction, and reputation management.
Requirements
- 2+ years of experience in customer success, account management, or a related field
- Previous leadership or team lead experience preferred
- Experience in SaaS or B2B environments preferred
- Strong leadership, coaching, and communication skills
- Analytical mindset with the ability to interpret customer data and trends
- Experience with CRM systems and customer success tools
- Excellent written and verbal communication skills
- Ability to work cross-functionally with internal teams
- Strong relationship-building skills with both customers and internal stakeholders
- Strong focus on customer retention, engagement, and satisfaction
- Ability to understand customer needs and drive value-based outcomes
- Commitment to delivering a high-quality customer experience
- Ability to manage multiple priorities in a fast-paced environment
- Problem-solving mindset with a focus on continuous improvement
- Willingness to learn and adapt to evolving customer and business needs
Responsibilities
- Lead, coach, and support CSR and CSM team members in their day-to-day responsibilities
- Provide ongoing feedback, development, and accountability to drive strong performance
- Monitor customer health, engagement trends, and retention risks
- Partner with team members on action plans for at-risk and renewal-risk customers
- Serve as an escalation point for complex customer situations
- Ensure accurate CRM documentation and adherence to processes
- Track team performance against KPIs and identify improvement opportunities
- Support onboarding and ongoing training for team members
- Drive customer retention, product adoption, and satisfaction
- Collaborate with Sales, Product, and other internal teams to improve customer outcomes
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
