Customer Success Manager

Job Description

Job Description

Title: Customer Success Manager

Location: Vinings, GA (Hybrid, 2-3 days Per Week)

Compensation: OTE $120,000 (Base $90k + Target Incentives $30k)

Reporting to: Head of Sales & Success

This isn’t your typical account management role. This is an opportunity to build the entire customer success function from the ground up at a mission-driven company in its breakout moment. Why is this role open? Because our explosive growth requires a dedicated partner to ensure our clients succeed, stay, and grow with us.

NPHire is solving a critical challenge in healthcare. In just nine months, we’ve scaled to over 7,000 active candidates and 55+ employers, from private clinics to national healthcare systems. We need more than a support agent; we need a retention engine. Someone who can anticipate client needs, drive platform adoption, and operate as the trusted advisor for every employer on our platform.

You won't just be answering tickets; you’ll be designing the entire post-sale customer journey. You won’t just be running check-in calls; you’ll be using client feedback to shape the future of our product. If you are hungry to learn how a company builds a loyal customer base, eager to create processes from scratch, and ready for a role that will be a launchpad for your career, this is your shot.

Your Mission, Should You Choose to Accept It:

Your mission is to ensure every NPHire employer achieves their hiring goals, making our platform an indispensable tool in their recruiting toolkit. You will serve as the central nervous system for our client base, transforming new sign-ups into power users and loyal advocates. You will own the client lifecycle post-sale, connecting the dots between client health and company growth and serving as a trusted partner in driving our vision forward.

What You'll Own & Achieve:

1 - World-Class Onboarding & Activation

--> Master the post-sale handoff, leading strategic kick-off calls, platform walkthroughs, and training sessions that set clients up for immediate success.

--> Drive the activation cadence for new accounts, ensuring every employer posts their first job and sees value within the first 30 days.

--> Serve as the company’s proxy for tracking onboarding success, ensuring new clients are engaged, supported, and on a path to renewal from day one.

2 - Proactive Account Strategy & Growth

--> Become a trusted advisor to our clients, proactively managing account health, flagging churn risks, and implementing playbooks to keep them successful. 

--> Coach employers on how to optimize job visibility and candidate flow, turning their subscription into successful hires.

--> Identify and pitch relevant upsells—such as job boosts or expanded licenses—that deliver more value to the client and drive commercial growth. 

3 - Building a Foundation for Scale

--> Proactively identify and eliminate bottlenecks in the customer experience, constantly looking for ways to improve support processes and systems 

--> Gather, synthesize, and champion client feedback, delivering actionable insights to the Product, Marketing, and Sales teams to guide our roadmap 

--> Draft and manage client communications across email, phone, and SMS, ensuring our partners feel informed, heard, and valued 

The Profile: What You'll Bring to the Table

--> A Customer-Obsessed Track Record: You have 2+ years of experience in customer success, account management, or client onboarding, ideally in a SaaS, HR Tech, or healthcare company where you consistently put the client’s success first.

--> Proactive & Strategic: You don’t just tolerate problems; you hunt for them. When you spot a red flag in account usage, you stay focused, diagnose the root cause, and execute a plan to get the client back on track.

--> Commercially-Minded & Influential Communication: You communicate with precision, clarity, and empathy. You are a skilled presenter who can lead an onboarding call with confidence and a strategic advisor who can successfully expand account value over time.

--> A Builder’s Mindset: You possess a low ego and a high degree of ownership. You are excited by the opportunity to build something from the ground up and thrive in a fast-paced environment where processes are still evolving. You understand that your primary role is to be a force multiplier for our clients.

--> Tech-Forward & Data-Informed: You are fluent in the modern customer success toolkit (CRMs like HubSpot, communication platforms like Avochato) and are a master of using technology and data to create leverage and efficiency.

Why You’ll Love Building with Us:

--> Foundational Impact: This is a real-world MBA in building a customer-centric company. You’ll have a seat at the table and will build the entire customer success function from the ground up.

--> A Clear Path for Growth: We don’t just hire, we build careers. As our first CSM, you are on the ground floor with a clear promotional track as the company and team scale.

--> Tangible Impact: Your work will directly fuel our mission to solve a critical bottleneck in healthcare and ensure our clients can hire the Nurse Practitioners they need.

--> The Culture & Benefits: Join a team of smart, hungry, and passionate operators. We offer a competitive salary with significant upside, comprehensive benefits, Unlimited PTO and a fast-paced, mission-driven environment.

If you read this and see churn as a puzzle to be solved, not a problem to be feared, we want to talk to you. Apply now.

On target earnings between $100,000 - $125,000. Your compensation has three components

75% tied to converted customers from the free trial to paid subscription; partnering with our sales team

15% tied to NRR

10% tied to upselling to the next tier plan - this is an uncapped commission plan tied directly to revenue and you have the opportunity to far exceed this percentage based on performance

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.