Customer Success Manager

Job Summary

Owning the health and retention of a portfolio of provider accounts, the full-time remote Customer Success Manager will drive account retention, manage complex issues, and collaborate with cross-functional teams to ensure client satisfaction and program value.

Key Responsibilities

• Manage account health and retention, ensuring clear communication with decision-makers and proactively addressing risks
• Serve as the senior point of contact for issue resolution, effectively de-escalating challenges and coordinating with support teams
• Participate in collaborative efforts with Customer Growth and implementation teams to maintain account alignment and facilitate smooth transitions

Required Qualifications

• Three or more years in Customer Success, client services, or account management in a multi-client environment
• Proven track record of owning account relationships and improving retention
• Strong project management and de-escalation skills
• High AI fluency, including active use of AI tools in professional workflows
• Clinically literate or able to quickly become fluent in discussing clinical outcomes with providers