Customer Success Manager

Remote (United States)

Employment Type

Full Time

Compensation

Annual Salary: $100,000 - $125,000 per year

Final compensation may vary based on market location, job-related knowledge, skills, experience, and other relevant factors.

About the Role

This opportunity is for a Customer Success Manager responsible for managing new and existing customer relationships, supporting successful platform adoption, and ensuring the timely delivery of mission-critical work for a prospective risk solution in the healthcare technology space.

The role focuses on customer lifecycle ownership, including onboarding, implementation support, issue management, business reviews, renewals, retention, and expansion. This position serves as a trusted advisor to customers and works closely with internal teams to align customer goals with product delivery, service execution, and measurable value.

What You’ll Do

• Build and maintain strong customer relationships while serving as the primary point of contact across the full lifecycle, from onboarding through renewals.
• Lead day-to-day project management, including planning, progress tracking, customer meetings, and issue resolution.
• Proactively identify and mitigate customer risks by coordinating solutions with internal teams.
• Receive, document, and triage customer-reported issues.
• Assess issue priority based on business impact, urgency, and internal team capacity.
• Coordinate cross-functionally with Product, Engineering, Data, and Analytics teams to ensure customer issues are routed, tracked, and resolved according to roadmap and sprint priorities.
• Communicate clearly with customers regarding issue status, timelines, available workarounds, and expectations.
• Track and document customer requests and recurring issues to support knowledge base development and continuous process improvement.
• Analyze customer data to identify adoption trends, account risks, and growth opportunities.
• Provide actionable insights to customers and internal stakeholders.
• Conduct regular customer check-ins, business reviews, and renewal discussions.
• Drive customer satisfaction, retention, and expansion across assigned accounts.
• Act as a trusted advisor by guiding customers on best practices and helping them realize measurable value from the platform.
• Escalate critical issues and advocate for customer needs internally.
• Influence product roadmap discussions and service delivery improvements by representing customer feedback.
• Own and grow enterprise-level customer relationships by aligning solutions with customer business goals.

Qualifications

• Bachelor’s degree in a related field or equivalent experience required.
• Advanced degree preferred.
• At least 5 years of experience in consulting, project management, or customer management for a technology solution.
• Knowledge and demonstrated understanding of Risk Adjustment models and data validation requirements.
• Healthcare experience required, preferably with a provider, payer, or intermediary organization.
• Demonstrated leadership capabilities and a strong record of high performance in previous roles.
• Ability to prioritize tasks and work effectively across departments to resolve challenges.
• Proficiency with project management and CRM tools such as Jira, HubSpot, Gong, or similar platforms.
• Ability to work independently while proactively seeking help when needed.
• Strong oral and written communication skills.
• Comfort presenting to both internal and external stakeholders.
• Strong problem-solving skills with the ability to identify issues, conduct research, and make recommendations or decisions.

Benefits

• Competitive salary.
• Medical, dental, and vision benefits.
• 401(k) match.
• Generous paid time off plan.