Customer Success Representative

Activated Insights, a Software-as-a-Service (“SaaS”) leader in long-term and post-acute care, helps North America’s fastest-growing labor market—long-term and post-acute senior care. Founded in 2008, we serve 7,000+ customers across 23,000+ sites of care with solutions for employee engagement, ongoing education, patient satisfaction, and reputation management.

About the role

This role leads and supports our CSR and CSM teams to deliver consistent, high-quality customer experience. You will coach team members, improve customer health and retention outcomes, and ensure strong execution across the customer lifecycle. Ideal for someone who thrives in leadership, enjoys developing others, and is passionate about driving customer success through data, strategy, and collaboration.

Responsibilities

• Manage a portfolio of assigned customer accounts as the primary point of contact.
• Proactively foster customer success through engagement, training, and relationship-building.
• Conduct customer check-ins and provide webinars or individual training to support adoption.
• Monitor customer health scores and Net Promoter Scores, ensuring timely follow-up.
• Meet and exceed expansion and retention goals by aligning solutions with customer needs.
• Accurately document all engagement activities in CRM (Salesforce).
• Drive continuous product adoption and identify opportunities for account growth.
• Partner with internal teams (Product, Implementation, Sales, Marketing) to ensure a seamless customer experience.

Qualifications

• High school diploma or equivalent (bachelor’s degree preferred).
• 2+ years of professional experience in B2B communications, customer success, or account management.
• Experience working with SaaS or healthcare clients preferred.
• Proficiency with CRM tools (Salesforce preferred) and Microsoft Office Suite.
• Proven ability to manage multiple projects and priorities effectively.

Skills

• Excellent written and verbal communication skills.
• Strong interpersonal, relationship-building, and facilitation abilities.
• High emotional intelligence and strong conflict-resolution skills.
• Analytical and detail-oriented with the ability to leverage data for insights.
• Excellent time management and organizational skills.
• Customer-first mindset with a passion for helping clients succeed.

Schedule

• Full-time, 40 hours per week.
• Standard business hours with flexibility for cross-time zone collaboration.

Location & Physical Requirements

Idaho Falls, ID

• Prolonged periods of sitting and working on a computer.
• Frequent video meetings where camera use is required.