Customer Success Manager

Customer Success Manager

Location: Remote (US)
Reports to: Senior Customer Success Manager 
Travel: Occasional for company gatherings
Salary: $100,000 + Benefits

About Pointcare, Inc.

Pointcare, Inc. is on a mission to ensure everyone has access to healthcare coverage. We're an insurtech software and services company that helps people enroll in Medicaid and other public healthcare programs. We partner with Federally Qualified Health Centers (FQHCs) to stabilize and optimize their primary revenue source by securing their members' coverage.

We're at an inflection point: We've grown from $4M to $10M in ARR in just six months, with strong product-market fit and an expanding partnership network. We’ve launched a company-redefining product and brand in Q1 2026 that is fundamentally transforming our market position. Now we need an experienced Customer Success Manager to join our existing team to help grow our retention and expansion efforts. 

The Opportunity

We're seeking an exceptional Customer Success Manager to own customer success and retention within the accounts they will be managing. You'll join our Customer Success team, working directly with our largest and most strategic FQHC partners to ensure they get maximum value from our services.

What You'll Do

Own Strategic Accounts

• Manage relationships with our FQHC partners, serving as their primary point of contact
• Drive customer satisfaction and demonstrate ongoing value delivery
• Identify and execute expansion opportunities (additional services, coverage programs, new clinics)
• Proactively address challenges and coordinate internal resources to solve customer problems

Drive Retention & Growth

• Drive customer renewals
• Conduct monthly business reviews with customers to demonstrate value and identify opportunities
• Monitor customer health and intervene early when risk signals appear
• Build trusted advisor relationships with clinic leadership, enrollment specialists, and internal partner teams
• Partner with Product and Delivery to translate customer feedback into improvements

Prepare for Growth

• Help position customers for HR1 readiness
• Collaborate with cross functional teams on smooth handoffs and expansion opportunities

What We're Looking For

Required:

• 4+ years of account management, customer success, or client services experience in B2B services
• Proven track record of driving retention and expansion in existing accounts
• Strong relationship-building skills with ability to navigate complex stakeholder environments
• Experience managing enterprise or mid-market accounts (healthcare, government, or regulated industries a plus)
• Self-starter who takes ownership and drives outcomes with minimal oversight

Ideal:

• Background in healthtech, insurtech, or working with federally funded or mission-based organizations
• Experience at growth-stage companies ($5M-$20M ARR)
• Track record of driving retention and upsell opportunities
• Hands-on experience with Salesforce or a comparable CRM

Cultural Fit:

• Mission-driven—you care about expanding healthcare access
• AI-embracing—you see technology as an opportunity, not a threat
• Team player who collaborates across functions
• Organized, proactive, and solutions-oriented

What Success Looks Like (First 6-12 Months)

• Own and grow a portfolio of strategic FQHC accounts, with the consistent, proactive engagement and fast response times that keep customer sentiment strong
• Drive real workflow adoption within accounts, not just maintain the status quo from onboarding, and resolve blockers quickly to keep issues from compounding into risk
• Improve lapse recovery performance and grow managed patient rosters across your accounts — the leading indicators that drive retention and expansion
• Hit or exceed NRR and expansion targets by identifying and closing upsell opportunities
• Build trusted advisor relationships with key customer stakeholders, from clinic leadership to enrollment specialists
• Contribute to account management processes that raise the bar for the team through continuous improvements

Pointcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.