Customer Success Manager

Role Overview

The Customer Success Manager owns the health and retention of a portfolio of provider accounts, reporting to the Director of Customer Success. The role requires clinical credibility, commercial instinct, and the ability to keep sophisticated provider relationships healthy, growing, and built to last.

What You Will Do

The Customer Success Manager will engage providers directly to resolve and de-escalate issues, own account health and retention, and project manage complex issues to clean resolution. They will also partner with the Customer Growth team in a shared pod model to keep accounts both healthy and expanding.

Why It Might Be a Fit

This role is for someone who takes real ownership of their book, fights for every account, and is energized by keeping it healthy as the company grows. The ideal candidate will have a proven track record of owning account relationships and reducing churn or improving retention.

Requirements

• Three or more years in Customer Success, client services, or account management in a multi-client environment.
• Proven track record of owning account relationships and reducing churn or improving retention.
• Strong project management and de-escalation skills, with the willingness to own the hardest accounts personally.
• Clinically literate, or able to become fluent quickly, and comfortable speaking to clinical outcomes with providers.
• High AI fluency, meaning active, working use of AI tools in your daily professional workflow.
• Strong analytical ability, able to read a health scoring view, diagnose why an account is at risk, and execute a plan to fix it.

Benefits

• Competitive base pay: $100,000 – $130,000 annually.
• Performance-Based Bonus: Eligible for an annual bonus based on company and individual performance.
• PTO Accrual
• Medical, Dental, Vision, and supplemental insurance options
• 401(k) Plan with 3.5% Company Match
• Company-provided equipment

Tagged as: Project Management