Customer Success Manager

About the role

The Client Success team is responsible for getting practices live on NextPatient and making sure they're successful long after. Everyone on the team becomes an expert in our product. You'll spend time understanding how each practice operates, then configure NextPatient to fit their workflow and drive better outcomes for their staff and patients.

Responsibilities

• Lead new client implementations and guide practices to a successful go-live
• Configure NextPatient to match each client's workflows and goals
• Run web-based training sessions and ensure clients feel confident using the platform
• Act as the day-to-day point of contact for client questions and support
• Proactively reach out to clients with best practices and new feature education
• Troubleshoot issues and find practical solutions quickly
• Build strong relationships and become a trusted partner to your clients
• Gather client feedback and help shape the product roadmap
• Help improve internal processes across implementation, support, and account management

Requirements

• 3–5+ years of experience in customer success, account management, or a similar role
• Strong problem-solving skills and attention to detail
• Clear, thoughtful communication over email and phone
• Ability to manage multiple clients and priorities at once
• Curiosity and a desire to deeply understand how things work
• A high level of ownership and follow-through
• SaaS experience preferred
• Healthcare experience is a plus, but not required

Qualifications

• Strong interpersonal and communication skills
• Experience with healthcare industry or SaaS products is a plus
• Ability to work independently and as part of a team
• Passionate about helping others succeed

Skills

• Customer service and relationship management
• Problem-solving and troubleshooting
• Effective communication and presentation skills
• Project management and organizational skills
• Attention to detail

Benefits

• No fixed vacation policy. We encourage everyone to take a real 2-week vacation each year to somewhere amazing
• Year-end company-wide trip (2025 in Austin, 2024 in Miami, 2023 in Park City)
• Mid-year team trips with +1s (2025 in Chicago, 2024 in Las Vegas, 2023 in San Francisco)
• Health benefits, 401(k) with company match, and equity

Pay

$80K - $95K

Schedule

Flexible remote work schedule