Customer Success Manager

Role overview Customer Success Manager focused on retention for a portfolio of medium-to-large healthcare practices using a practice management software platform. Owns the post-onboarding relationship, translating platform capabilities into measurable outcomes for clinical and operational workflows, with goals tied to retention, feature adoption, practice growth, and overall customer health.

Responsibilities - Serve as the primary strategic point of contact and trusted advisor for a named portfolio of medium-to-large group practices - Run regular success check-ins to understand customer goals, workflows, and evolving needs, and consult on product usage to support those goals - Educate customers on relevant features, enhancements, add-ons, and best practices so they can apply them to their objectives - Guide customers through complex workflow optimization and platform best practices to mitigate risk and improve outcomes - Identify trends, product gaps, and recurring feedback across the portfolio and partner with Product, Design, and internal teams to advocate for customer needs - Maintain clear, detailed documentation on customer goals, health, risks, and outcomes, and follow established internal processes

Requirements - 3+ years of experience in Customer Success, Account Management, or Relationship Management within a SaaS or technology-driven environment - Experience in health tech, including EHRs, practice management software, or healthcare SaaS, plus familiarity with healthcare practice workflows - Exceptional communication skills with the ability to explain complex concepts clearly on phone and video - Proven ability to drive customer adoption, retention, and long-term success - Comfort collaborating cross-functionally, with experience using platforms such as Notion, Slack, Gong, and ChurnZero or similar tools

Nice to have - Empathetic, curious, customer-focused approach with enjoyment of solving complex problems - Proactive, organized, accountable style, comfortable balancing structure with ambiguity

Benefits and work setup - Medical, dental, vision, life, and disability insurance - 401(k) plan with company match - Flexible Time Off, wellbeing days, paid holidays, and summer Fridays - Mental health resources, paid parental leave, backup care - Tuition reimbursement and Employee Resource Groups - Annual base compensation range of $88,000-$111,000 USD