Customer Success Manager – Strategic Accounts

About the role

This is a dedicated, individual contributor role focused entirely on a single strategic partner: a multi-state umbrella organization spanning multiple provider organizations. You will serve as the primary point of contact across the full customer lifecycle — owning the relationship, leading a complex multi-phase implementation across multiple locations and states, driving deep product adoption, and ensuring the customer achieves meaningful, measurable outcomes.

What You'll Do

Customer Success & Relationship Management

• Serve as the dedicated primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states — owning the full customer relationship across software and services
• Manage relationships at every level of the customer organization — from executive sponsors and program leadership at the umbrella level to department leads, site administrators, and end-user staff across each provider location
• Lead executive engagement including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to both the umbrella organization and individual providers
• Own the commercial health of the account, including renewal, upsell, and expansion opportunities across the umbrella organization and its member providers
• Monitor and drive customer success outcomes including adoption, product utilization, customer health, satisfaction, and measurable ROI — using data to guide proactive interventions and strategic recommendations

Implementation Ownership

• Primary owner of this rollout — not a supporting partner to a separate implementation team, including multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders
• Site-by-site rollout planning and go-live sequencing across provider locations and states
• Platform configuration and customization across multiple sites and user groups
• Quality assurance (QA) and go-live readiness validation per site
• Training, onboarding, and adoption support for end users across all provider sites
• Post-launch stabilization, ongoing optimization, and continued support

Strategic Contribution

• Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks, processes, and best practices for the broader CX team
• Collaborate closely with product and integrations teams to advocate for the customer's needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases
• Document interactions, feature requests, and customer feedback to inform roadmap and product development
• Represent Customer Success in executive-level engagements and strategic initiatives

Travel

25–40% travel to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development. Frequency will vary based on implementation phase and customer needs.

What We're Looking For

Required

• 7+ years of experience in Customer Success, Strategic Account Management, or an equivalent customer-facing role — preferably within a healthcare-focused SaaS environment
• Demonstrated success serving as a dedicated CSM or account owner for a single high-value, high-complexity strategic customer, including navigating multi-stakeholder organizations, multi-site deployments, or multi-entity umbrella structures
• Exceptional project management skills with demonstrated ability to plan, execute, and track complex, multi-phase implementations across multiple sites and stakeholder groups
• Exceptional communication and executive presence — experience engaging C-level and senior leadership, with the ability to adapt style across frontline staff, site administrators, and executive audiences
• Ability to operate at both the strategic and tactical levels — owning executive relationships and long-horizon planning while also rolling up your sleeves for day-to-day implementation details
• Comfort with customer success tools and platforms (e.g., HubSpot, Jira, Confluence, or similar)
• Ability and willingness to travel 25–40% to customer sites across multiple states (frequency varies by implementation phase)

Preferred

• Healthcare industry knowledge — familiarity with HIPAA, DEA regulations, or electronic medical records (e.g., Epic, Cerner, Meditech)
• Experience with SaaS platforms in care settings (IDD, assisted living, behavioral health)
• PMP certification or equivalent formal project management training
• Experience supporting or leading implementations across multi-entity or umbrella-structured organizations

Compensation & Benefits

• $85,000 – $100,000 base salary (commensurate with experience) with a benefits package built to support your whole life. Final offer will reflect the depth and relevance of your background.
• Medical: CareFirst BlueCross BlueShield — 100% company-paid individual premiums (base HSA plan); dependent coverage available
• Dental & Vision: CareFirst — available at employee cost
• Company-paid: Life & AD&D, Short-Term Disability, Long-Term Disability
• Virtual Care: CloseKnit — 24/7 primary care + mental health, no additional cost
• 401(k) retirement plan
• Lifestyle Spending Account: $50/month, paid quarterly
• Perks: Birthday stipend, work anniversary stipend, company swag store
• PTO: Flexible, no hard cap — manager approval required
• Professional development and learning opportunities