Customer Success Manager

Job Overview

As a Customer Success Manager, you will drive the strategic health and growth of a portfolio of high-value customers, serving as a trusted advisor throughout the post-implementation customer journey. You will partner closely with Sales and Implementation teams to ensure a smooth transition into long-term adoption, value realization, and renewal success.

Responsibilities and Duties

• Strategic Relationship Management: Serve as the primary point of contact for a portfolio of enterprise customers, building trust-based relationships with stakeholders from operational users to C-suite leadership to ensure measurable value and retention.
• Executive Storytelling & Reporting: Design and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex usage metrics into actionable narratives, ensuring the platform's impact aligns with the customer’s clinical and financial objectives.
• Customer Lifecycle Ownership: Manage the customer journey, partnering with Sales and Implementation teams to translate initial discovery goals into a structured, value-driven success plan.
• Continuous Product Adoption: Proactively drive usage growth by identifying new user groups, conducting staff training, and providing "best practice" blueprints to ensure deep integration of the tool suite.
• Data-Driven Strategy & AI Innovation: Utilize Vitally, HubSpot, and generative AI to monitor account health and identify risks. Leverage familiarity with healthcare ecosystems (e.g., Availity) to optimize interoperability and streamline workflows.
• Internal Advocacy & Escalation Management: Act as the "Voice of the Customer" by synthesizing client feedback to influence the product roadmap and navigating technical escalations to maintain project momentum and trust.
• Metric-Driven Success: Closely monitor usage metrics and data trends to proactively address deployment hurdles and mitigate risks before they impact the user experience.

Requirements

• 3+ years of experience in Customer Success, Account Management, Service Delivery, Project Management, or a related client-facing role.
• Healthcare or state government industry experience or familiarity with interoperability tools (e.g., Availity) is strongly preferred.
• Experience managing customer relationships and driving adoption within SaaS or healthcare technology environments.
• Strong communication and presentation skills, including experience delivering customer-facing business reviews or strategic updates.
• Experience with CRM and Customer Success platforms such as HubSpot and Vitally preferred.
• Experience using data and analytics to identify risks, measure success, and drive customer outcomes.
• Ability to collaborate cross-functionally with Product, Support, Sales, and Implementation teams.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proactive, solutions-oriented mindset with a strong focus on customer outcomes and retention.

Benefits

• 401k & equity grants
• Free food and onsite gym at our Austin HQ
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program

About the Role

We are a mission-driven organization focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Our proprietary technology helps millions of Seekers find food, health, housing, and employment programs.

Schedule

This position is in office and candidates must be located in Austin, Texas or Madison, Wisconsin.