Senior Customer Success Manager

Nsight Health

3h•$100,000 - $140,000•Remote

About The Position

Nsight Health is transforming how care is delivered through Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Behavioral Health Integration (BHI). We empower healthcare providers to manage chronic conditions using real-time data, AI-enabled technology, and 24/7 clinical support. Our HIPAA-compliant platform connects patients and care teams nationwide—improving outcomes, adherence, and peace of mind. Join a fast-growing, mission-driven team that blends healthcare and technology to make a measurable difference in people's lives. Nsight Health - Where Technology Meets Compassion. Position Summary We are seeking a high-impact, results-driven Senior Customer Success Manager to own and grow a portfolio of complex, high-value enterprise accounts. This is not a relationship maintenance role. You are not here to check in and send recap emails. You are here to drive retention, expansion, and measurable outcomes through data, strategy, and precision. Reporting directly to the VP of Customer Success, you will hold full accountability for the health and growth of your assigned book of business. In the early stages of account relationships, you will serve as the face of Nsight - someone who can lead executive conversations, facilitate Quarterly Business Reviews, and instill confidence that we are delivering on our promise. The ideal candidate is analytically driven, consultatively skilled, and personally hands-on. They have managed complex enterprise accounts, led executive-level client conversations with authority, and delivered consistent retention and expansion results. If you've ever said "If I were running this from scratch, I'd do it completely differently". This is your chance. AI Fluency Requirement – Non-Negotiable Nsight Health is an AI-first organization. Every member of our leadership and operations team is expected to actively use AI tools in their day-to-day work - not as a novelty, but as a core productivity multiplier. This role requires genuine curiosity about AI, comfort experimenting with tools like Claude, ChatGPT, and workflow automation platforms, and the judgment to know when AI helps and when it doesn't. If AI makes you uncomfortable, this is not the right role.

Requirements

5–10+ years of progressive experience in Customer Success, account management, or client services, with demonstrated progression into senior-level ownership.
Proven track record of owning retention and expansion outcomes at the individual contributor level, preferably in B2B SaaS, healthcare, or managed services.
Experience managing a complex portfolio of enterprise accounts with multiple stakeholder layers and high strategic value.
Proven ability to lead executive-level client conversations and facilitate QBRs with clinical or operational leadership.
Deep expertise with CS and CRM tooling such as HubSpot, Salesforce, Gainsight, or equivalent—able to build and interpret reports independently.
Strong analytical capability: you think in metrics, build dashboards, and use data to make every decision.
Executive presence and experience influencing clinical, operational, and C-suite stakeholders without authority.
Self-managing, fast-moving, and innovative—you don't wait for permission to improve things.
AI Fluency: Genuine curiosity about AI, comfort experimenting with tools like Claude, ChatGPT, and workflow automation platforms, and the judgment to know when AI helps and when it doesn't.

Nice To Haves

Healthcare, RPM, CCM, or value-based care experience—this is a significant differentiator.
Background in chronic care management program operations or Remote Patient Monitoring.
Experience working within a healthcare technology company, not just a services organization.
Familiarity with HIPAA compliance, BAA management, and healthcare data security requirements.
CPC, CPMA, CHBME, or equivalent certifications are a plus.
Bachelor's or Master's degree in Business, Healthcare Administration, or a related field preferred.

Responsibilities

Own the full post-implementation relationship for a portfolio of strategic customers, serving as their primary point of contact and senior advocate within Nsight.
Be accountable for retention outcomes across your assigned book of business—churn in your portfolio is your problem to prevent, detect early, and resolve.
Maintain active visibility into the health of every account using data, engagement signals, and direct relationship intelligence to assess risk before it becomes a problem.
Develop and execute account-level recovery plans for at-risk customers, escalating with precision and owning the resolution process from identification through close.
Build trusted, strategic relationships with clinical, operational, and executive stakeholders across customer organizations while penetrating accounts broadly so Nsight has an expansive, multi-threaded presence.
Lead and facilitate Quarterly Business Reviews with clinical and operational stakeholders, delivering data-backed narratives that demonstrate value and reinforce partnership.
Serve as a consultative advisor, helping customers define success, evaluate impact, and grow their programs in alignment with Nsight's capabilities.
Drive retention and expansion by consistently demonstrating value, aligning with customer strategic goals, and identifying new opportunities across service lines.
Surface expansion signals and hand off qualified upsell and cross-sell opportunities to Sales with precision and context.
Own program adoption and utilization as a precursor to expansion and deeply engage with clients who are most likely to grow with Nsight.
Manage your portfolio by data, maintain accurate, current records across CRM and CS platforms, and use that data to drive decisions, not just report activity.
Prepare and deliver executive-ready reporting for internal stakeholders and QBR-ready materials for client-facing meetings.
Analyze account trends to identify systemic risks, engagement gaps, and growth opportunities across your portfolio.
Partner with Sales, Implementation, Clinical, and CS Operations to create a seamless customer journey from contract through long-term retention.
Collaborate with CS Operations to ensure Health Check content, data, and deliverables are prepared and accurate ahead of customer-facing activity.
Contribute to team performance by mentoring junior CSMs, sharing playbooks, and modeling the standard of execution expected at the senior level.