Customer Success Manager

About the role

We are seeking a Manager / Director of Customer Success to join our dynamic team at Vironix Health. This role is critical in ensuring our physician and practice partners see measurable value, stay retained, and grow with us.

Responsibilities

• Own the full post-sales customer relationship with physician groups, nephrology practices, and clinical partners
• Serve as the primary point of contact for doctors and practice administrators — building trust, driving adoption, and managing escalations
• Lead patient retention strategy and monitor key metrics, flagging risks and opportunities proactively
• Drive contract renewals and expansions through a consultative, value-based approach
• Design and maintain performance reporting dashboards and QBR materials that clearly communicate program impact to clinical stakeholders
• Identify and implement tools and workflows that reduce customer friction and scale the CS function without scaling headcount proportionally
• Partner cross-functionally with clinical ops, product, and the technology team to translate customer feedback into product and process improvements
• Build and document repeatable playbooks for onboarding, engagement, escalation, and renewal

Requirements

• 3–7 years of customer success, account management, or client services experience — ideally in health tech, SaaS, or a data-driven B2B environment
• Genuine comfort with data: you can pull a report, build a dashboard, interpret trends, and translate numbers into a compelling story for a physician
• Strong communicator who can flex between a clinical audience (physicians, care coordinators) and an internal technical one (product, engineering)
• Experience owning renewals and retention metrics — you understand the levers and know how to pull them
• Startup DNA: you don't wait to be told what to do, you figure it out, build it, then make it repeatable
• Familiarity with customer success platforms, CRMs, and data/reporting tools — bonus points for experience in RPM, CCM, or value-based care
• Based in Austin, TX or willing to relocate; ability to meet in-person periodically is important to us

Bonus points

• Background in healthcare, health IT, or working directly with physician practices
• Experience building a CS function from an early stage
• Familiarity with chronic care management (CCM) or remote patient monitoring (RPM) programs
• Comfort with Google Workspace, project management tools, and BI/reporting platforms

Qualifications

Competitive base salary ($100K–$140K) with performance bonus tied to retention and expansion

Collaborative, no-ego team that values speed, candor, and execution

Austin-based with flexibility — this role is hybrid with occasional in-person collaboration