Customer Success Manager

Key Responsibilities

• Own a portfolio of customers with varying levels of complexity.
• Build trusted relationships with customer stakeholders and champions.
• Serve as the primary point of contact for customer success needs.
• Develop and execute success plans aligned to customer goals and product usage.
• Conduct structured discovery to understand customer workflows, challenges, and priorities.
• Lead customer meetings including onboarding reviews, health checks, and QBRs.
• Drive adoption of core and advanced product capabilities across products.
• Translate customer goals into product use cases and success metrics.
• Identify and recommend opportunities to improve efficiency, outcomes, and ROI.
• Analyze usage, engagement, and customer data to assess health and predict risk.
• Proactively identify at-risk accounts and execute mitigation plans.
• Maintain accurate documentation and reporting in CRM and customer success tools.
• Support renewals and identify expansion opportunities in partnership with Sales.
• Demonstrate financial acumen related to ARR, renewals, and customer value.
• Escalate payment or contractual concerns appropriately.
• Lead investigation and resolution of customer issues within defined scope.
• Cross-coordinate with Support, Product, and Engineering teams to resolve issues.
• Advocate for customer needs while balancing internal priorities.

Qualifications

• 3–5+ years of experience in Customer Success, Account Management, or a related SaaS role.
• Experience managing a book of business independently.
• Strong analytical and organizational skills.
• Comfort working in a cross-functional, fast-paced environment.
• Healthcare or regulated SaaS experience preferred.
• Bachelor’s degree or equivalent experience required.