Role Overview
The Customer Success Manager (CSM) owns the end-to-end customer relationship after sale. You'll ensure customers onboard smoothly, adopt the platform, and achieve measurable outcomes. You'll be a trusted partner to customer leaders and a strong internal advocate-working closely with Sales, Product, and Operations to drive retention, expansion, and long-term partnerships.
This is a good fit for someone who thrives in ambiguity, enjoys wearing multiple hats, and is motivated by helping customers succeed. What You'll Do Customer Partnership & Engagement Serve as the primary point of contact for a portfolio of customers Build strong relationships with customer leadership and frontline operational teams Represent the company to customers and act as the voice of the customer internally Maintain regular, proactive communication to ensure trust, alignment, and satisfaction Customer Reviews & Value Delivery Lead bi-weekly and monthly customer meetings covering: Onboarding and implementation progress Product usage, success metrics, and KPIs Feedback, risks, and open issues
Use data and customer health indicators to deliver insights and recommendations that improve adoption and outcomes Risk Management & Issue Resolution Identify risks early and take action before they become escalations Triage and coordinate issue resolution across internal teams Ensure clear communication, fast follow-through, and documented closure Cross-Functional Collaboration Partner with Sales on pilots, renewals, and expansion opportunities Share customer insights with Product to inform roadmap and improvements Collaborate with Product and Engineering on testing, troubleshooting, and operational workflows Onboarding & Training Lead onboarding in partnership with customer teams and internal Sales/Product stakeholders Train end users-including platform users and older adults-so they feel confident using the product Ensure customers are enabled with the right materials, workflows, and best practices What We're Looking For Experience 5+ years in Customer Success, Account Management, or a similar customer-facing role Experience working with enterprise customers (healthcare experience preferred) Experience managing a large book of business (100+ accounts) Experience working with technology or SaaS products Comfort operating in fast-changing, startup-style environments Bachelor's degree required Skills & Attributes Strong communication, relationship-building, and stakeholder management Comfortable working with KPIs, dashboards, and customer health metrics Strong presentation and facilitation skills Highly organized with sharp attention to detail Able to juggle multiple priorities without dropping the ball Proactive, solutions-oriented, and self-motivated Fast learner with a continuous improvement mindset Comfortable using AI tools to improve productivity and daily workflows Why This Role Matters You'll directly impact customer outcomes, retention, and expansion You'll help define what "great customer partnership" looks like as the company scales You'll influence product direction by consistently bringing customer insights to the table Compensation & Benefits $70,000-$80,000 base salary Equity Medical, dental, and vision
coverage Fully remote
work environment Unlimited PTO Growth opportunities as the company scales Options to work hybrid from the NYC office
The Customer Success Manager (CSM) owns the end-to-end customer relationship after sale. You'll ensure customers onboard smoothly, adopt the platform, and achieve measurable outcomes. You'll be a trusted partner to customer leaders and a strong internal advocate-working closely with Sales, Product, and Operations to drive retention, expansion, and long-term partnerships.
This is a good fit for someone who thrives in ambiguity, enjoys wearing multiple hats, and is motivated by helping customers succeed. What You'll Do Customer Partnership & Engagement Serve as the primary point of contact for a portfolio of customers Build strong relationships with customer leadership and frontline operational teams Represent the company to customers and act as the voice of the customer internally Maintain regular, proactive communication to ensure trust, alignment, and satisfaction Customer Reviews & Value Delivery Lead bi-weekly and monthly customer meetings covering: Onboarding and implementation progress Product usage, success metrics, and KPIs Feedback, risks, and open issues
Use data and customer health indicators to deliver insights and recommendations that improve adoption and outcomes Risk Management & Issue Resolution Identify risks early and take action before they become escalations Triage and coordinate issue resolution across internal teams Ensure clear communication, fast follow-through, and documented closure Cross-Functional Collaboration Partner with Sales on pilots, renewals, and expansion opportunities Share customer insights with Product to inform roadmap and improvements Collaborate with Product and Engineering on testing, troubleshooting, and operational workflows Onboarding & Training Lead onboarding in partnership with customer teams and internal Sales/Product stakeholders Train end users-including platform users and older adults-so they feel confident using the product Ensure customers are enabled with the right materials, workflows, and best practices What We're Looking For Experience 5+ years in Customer Success, Account Management, or a similar customer-facing role Experience working with enterprise customers (healthcare experience preferred) Experience managing a large book of business (100+ accounts) Experience working with technology or SaaS products Comfort operating in fast-changing, startup-style environments Bachelor's degree required Skills & Attributes Strong communication, relationship-building, and stakeholder management Comfortable working with KPIs, dashboards, and customer health metrics Strong presentation and facilitation skills Highly organized with sharp attention to detail Able to juggle multiple priorities without dropping the ball Proactive, solutions-oriented, and self-motivated Fast learner with a continuous improvement mindset Comfortable using AI tools to improve productivity and daily workflows Why This Role Matters You'll directly impact customer outcomes, retention, and expansion You'll help define what "great customer partnership" looks like as the company scales You'll influence product direction by consistently bringing customer insights to the table Compensation & Benefits $70,000-$80,000 base salary Equity Medical, dental, and vision
coverage Fully remote
work environment Unlimited PTO Growth opportunities as the company scales Options to work hybrid from the NYC office