Customer Success Manager

About the role

We're seeking a Customer Success Manager to own high-impact customer relationships end-to-end. You'll drive outcomes, push adoption, surface product gaps, and help shape our product strategy.

Responsibilities

• Own Customer Outcomes & Growth
• Drive retention, expansion, and long-term customer value
• Identify risks early, create action plans, and push customers toward measurable ROI
• Lead quarterly business reviews (QBRs), success plans, and executive-level conversations
• Create scalable customer education programs
• Develop playbooks, workflows, and best-practice guides for complex operational use cases
• Turn real customer learnings into repeatable content
• Drive product adoption
• Lead adoption of new features, AI tools, and workflows
• Own customer-facing rollout strategy for major product launches
• Help customers rethink and modernize their internal processes
• Influence the Product Roadmap
• Translate customer problems into solutions
• Participate in betas, pilots, and early feature testing
• Close the loop: validate that what we ship actually solves the problem
• Operate Cross-Functionally
• Collaborate with Support, Implementation, and Marketing

Requirements

• 3–6+ years in Customer Success, Account Management, or similar roles in B2B SaaS or in Management Consulting
• Proven ability to drive retention, expansion, and adoption in complex products
• Comfort operating in ambiguity and building process where none exists
• Strong communication skills
• Bias toward action, ownership, and accountability

PREFERRED EXPERIENCE

• Experience working closely with Product and Engineering teams
• Familiarity with EMR, POS, payments, subscriptions, or analytics platforms

Why Prospyr?

• Direct influence on customers, product direction, and company trajectory
• Ownership and autonomy — this role shapes how Customer Success works at Prospyr
• A fast-growing company with real product-market fit and deeply engaged customers
• Competitive compensation, equity, and benefits
• Remote-first, high-trust, execution-focused culture

Compensation

Range: $75K - $125K