Customer Success Manager

Base salary range: $110,000–130,000 depending on experience. This role also includes a 10% variable compensation component on top of base.

About Nirvana

At Nirvana, we are revolutionizing the way benefit verification is handled. Recognizing its convoluted and opaque nature, we are dedicated to bringing transparency to the costs and coverage of healthcare. By leveraging machine learning and AI, we have developed tools that enable care providers across various specialties to seamlessly check coverage, from patient intake through continuous monitoring, saving significant time and resources. Our mission extends beyond facilitating access to care—we aim to alleviate financial anxiety for those seeking medical assistance and for providers. Backed by Northzone, Inspired Capital, Eniac Ventures, Surface Ventures, and other leading investors, Nirvana is on a rapid growth trajectory. We serve some of the largest clients in healthcare, including Lifestance Health, Modern Health, and Headspace, and have expanded beyond behavioral health into physical therapy, intensive outpatient, primary care, and beyond.

About the role

Nirvana is looking for a motivated and thoughtful Customer Success Manager to join our growing CS team. You'll own a book of business spanning SMB and select mid-market accounts, with growing ownership over your first few months and exposure to enterprise accounts through shadowing and support. You’ll report to our Head of CS. This role is ideal for someone with 1–2 years of experience independently owning a book of business who is comfortable operating at a more junior level while building toward a path to Enterprise CSM. Location: NYC (in office 3 days per week). Candidates must be based in the New York City area.

Responsibilities

• Gain exposure to Nirvana's customer journey, product, and playbooks, with growing account ownership within the first 3 months
• Manage a book of approximately 70 accounts, including SMB and mid-market, with roughly half suited for self-service transition as you help standardize support
• Own process development for the CS team, identifying gaps and building scalable, standardized workflows as the book of business grows
• Partner with CS on reporting and analyses to support broader team initiatives
• Guide customers through onboarding and implementation, ensuring smooth and successful go-lives
• Monitor engagement and usage, surfacing insights to drive adoption and retention
• Serve as a trusted advisor to your accounts, delivering product updates, best practices, and performance reporting
• Shadow and support enterprise accounts as opportunities arise, building toward a path to Enterprise CSM
• Advocate internally for customer needs and contribute to process improvements across the CS team
• Independently triage and prioritize across a high-volume book

Requirements

• 1–2 years independently owning a book of business, as part of 2.5–4 years of overall experience in Customer Success, Account Management, or a related client-facing role (SaaS or healthtech experience is a plus)
• Early-stage startup experience required; comfortable working independently in ambiguity
• Strong organizational instincts and the ability to manage multiple accounts and competing priorities, with the ability to triage and prioritize independently
• Passion for process development, with an eye for turning ambiguity into structure
• Excellent communication and interpersonal skills, energized by helping customers succeed
• Data-savvy with strong storytelling skills; intermediate Excel or Google Sheets, Metabase experience strongly preferred
• Comfortable in customer engagement platforms like Salesforce
• Based in NYC and excited to join our hybrid office 3 days a week

Nice to have

• Familiarity with healthcare or healthtech products
• Exposure to onboarding or implementation processes

Benefits

• Medical, dental, and vision coverage
• 401(k) retirement plan
• Hybrid, dog-friendly NYC office (3 days per week)
• Unlimited PTO
• $1,000 annual mental health and wellness benefit
• Remote home office support
• Equity compensation
• Fully stocked office kitchen
• Open-door, highly collaborative culture

Pay

Base salary range: $110,000–130,000 depending on experience, plus a 10% variable compensation component.

Schedule

Hybrid in-office (3 days per week) in New York City.