Customer Success Manager

About the role

The Customer Success Manager (CSM) owns strategic, executive-level relationships across a portfolio of Valant's most complex and highest-value customers. You'll bring Customer Success best practices to drive retention, adoption, and account health, serving as a trusted advisor rather than a point of contact for tickets. If you love bringing structure and strategic thinking to ambiguous, high-stakes relationships, we want to talk to you!

What You'll Do

• Own end-to-end strategic relationship management for a portfolio of Valant's most complex, highest-value customer accounts
• Build trusted, executive-level relationships with key business and clinical stakeholders, understanding their top business goals and requirements
• Identify and act on opportunities to deepen product adoption within existing accounts, driving measurable improvements in renewal rate, retention, and satisfaction
• Serve as the single point of contact for post-go-live activities, escalations, and complex account issues
• Recognize customer satisfaction and adoption data patterns to proactively surface risk and opportunity
• Advocate for customers' product priorities internally while managing expectations and keeping outcomes realistic
• Collaborate cross-functionally with Product, RCM, Sales, and executive leadership to support account strategy
• Contribute to team knowledge-sharing and process improvement as a subject matter expert in strategic account management

Requirements

• Proven experience managing a portfolio of complex, high-value SaaS accounts, including navigating executive-level relationships and business conversations — not solely tactical or support-based account management
• Direct experience with a complex SaaS product, including onboarding and driving adoption
• Demonstrated ability to think and act strategically — connecting day-to-day account work to a broader relationship or business plan
• Comfort operating without a fixed script or checklist, adapting your approach to each account's needs
• Excellent verbal and written communication skills, including the ability to translate data and account health into a clear narrative for stakeholders at every level

Preferred Qualifications

• Experience in the behavioral health or broader healthcare industry
• Experience with IOP/PHP workflows or similarly complex, regulated environments
• Experience with Salesforce or a similar CRM

Success in Year 1 Looks like...

• Ramped and Owning a Strategic Portfolio – Fully ramped and independently managing executive-level relationships across a portfolio of Valant's most complex, highest-value accounts.
• Retention Impact – Measurable improvement in renewal rate and reduction in churn within your assigned customers.
• Engagement and Satisfaction – NPS scores for your managed accounts show measurable improvement, supported by a consistent cadence of executive business reviews.
• Expansion Through Trust – Demonstrated ability to identify and act on opportunities to deepen utilization of Valant's offerings as befits each customers' needs.

Benefits

• Competitive compensation package, including 100% employer-paid medical, dental, vision premiums and HSA contributions
• Generous paid time off and paid sick leave policy
• Bonus plans
• 401k Match
• The chance to drive an important industry forward through next-generation technology
• Ability to work remotely with a strong internet connection

Pay

Salary Range for this position is $65,000 - $75,000

Schedule

This position can be 100% remote, but employees must be located in: Arizona, California, Florida, Georgia, Minnesota, New Jersey, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, or Washington state.