Job details
About this role
Role overview
This position leads a Customer Success team within a health-tech software organization that supports private-practice clinicians running solo and small group practices. The manager owns customer health, retention, and expansion outcomes across a portfolio of group-practice accounts while coaching a team of Customer Success Managers. It is a leadership role that blends people management, account strategy, and operational improvement in a high-growth SaaS environment.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers through structured one-on-ones, growth plans, and performance improvement strategies. - Own retention, expansion, and overall customer health metrics for the assigned portfolio, proactively identifying and mitigating churn risk. - Partner with CSMs to build strategic account plans that drive product adoption, demonstrate value, and surface upsell or expansion opportunities. - Design customer health scoring frameworks, early warning systems, and data-driven interventions that improve outcomes at scale. - Lead escalations and executive-level engagements with customers, modeling consultative problem-solving. - Build playbooks, workflows, training programs, and reporting dashboards that improve consistency, efficiency, and measurable CS impact.
Requirements
- Prior experience managing Customer Success Managers or a similar customer-facing account team in a SaaS environment. - Strong track record of driving retention, expansion, and customer health outcomes across a portfolio. - Excellent written and verbal communication skills, with a clear, conversational style suited to executive-level conversations. - Data-informed decision-making ability, comfortable using engagement metrics and health scores to guide strategy. - Self-motivated and organized, able to manage shifting priorities in a multitasking environment.
Nice to have
- Experience working in high-growth SaaS or start-up environments. - Familiarity with tools such as customer success platforms, CRMs, and billing systems used for engagement tracking and expansion plays.
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, and backup care benefits. - Tuition reimbursement and access to employee resource groups. - Base compensation range of $76,160–$95,200 USD, with potential eligibility for annual bonus, commission, or overtime depending on role specifics.