We’re hiring aCustomer Success Manager (CSM) to support and execute our customer success strategy across a growing portfolio of strategic healthcare accounts. Reporting directly to the VP of Customer Success, you'll work in close partnership to deliver a high-quality experience throughout onboarding, training, and long-term engagement while contributing to the ongoing development of structured and consistent customer success workflows.

This is a high-impact, execution-focused role suited for a proactive, service-oriented professional who thrives in dynamic, fast-paced environments. You’ll be a key partner to our healthcare customers during critical implementation phases and beyond, helping to ensure satisfaction, retention, and adoption at every step. This position is remote (East Coast preferred) and includes travel to customer locations up to 30% of the time, primarily for onboarding, training, and implementation milestones. Actual travel may vary depending on your location and could be significantly reduced if you're based near major customer sites.

Key Responsibilities

Customer Engagement & Relationship Management

Serve as the day-to-day point of contact for assigned accounts (e.g., health systems, senior care organizations), ensuring smooth onboarding, engagement, and retention.
Build strong relationships with clinical, operational, and administrative stakeholders.
Deliver high-touch support, including in-person presence at onboarding, training, and key launch milestones.
Conduct regular check-ins and training sessions and create customer-facing materials (e.g., training content, slide decks, guides) to support ongoing education, product adoption, and usage.
Identify and surface customer risks, usage trends, and potential growth opportunities

Process Execution and Operational Support

Collaborate with the VP of Customer Success to refine and execute customer engagement processes.
Support the development of internal documentation and reporting tools that enable onboarding workflows and success tracking.

Cross Functional Collaboration

Monitor customer health, flag risks early, and implement strategies to support retention
Manage escalations in real-time with professionalism and a customer-first mindset
Surface potential growth opportunities and collaborate with Sales to support upsell and expansion conversations
Capture and organize customer feedback to inform internal teams and improve service delivery
Partner with internal teams to refine and implement customer success workflows
Act as the voice of the customer by gathering structured feedback and sharing insights with internal teams

Tools We Use

Slack for internal collaboration
Zoom for customer and team meetings
HubSpot as our CRM
Metabase for reporting and insights
Google Workspace for documentation and planning

Required Qualifications

3–5+ years of Customer Success experience
Proven track record managing complex, high-stakes customer relationships
Strong communicator and problem solver — able to handle escalations and build trust under pressure
Self-starter with clear, confident communication skills; able to work independently and keep the VP of Customer Success and internal teams informed
Comfortable in ambiguity; brings a builder’s mindset, effective collaboration, and a bias for action
Comfortable traveling to support customers as needed

Preferred Qualifications

Startup or early-stage growth experience
Familiarity with healthcare workflows or clinician-facing technology
Experience with HubSpot, Metabase, or similar platforms
Sales-oriented mindset with a focus on value expansion
Background or familiarity with clinical settings—such as nursing, physical therapy, or medical assisting—and a working knowledge of human anatomy and common health conditions

What to Expect from the Interview Process

Our interview process is designed to be thoughtful, transparent, and conversational. Here’s what you can expect:
An initial call with the hiring manager (VP of Customer Success)
Virtual interviews with key members of the team
A potential in-person conversation, depending on location and mutual fit
A final round with the hiring manager

Why Join Us

Help bring cutting-edge, AI-driven healthcare solutions to life
Join a mission-driven, growth-stage company committed to delivering clinical value
Work closely with experienced leadership and high-impact healthcare customers
Competitive compensation and benefits, with opportunities for long-term growth
Monthly Gym Stipend
Flexible PTO Policy
Paid Parental Leave
Medical, Dental and Vision Insurance

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Customer Success Manager (CSM)