Customer Success Manager

Job Summary

At Sunwave Health, we improve behavioral health and addition treatment facility functionality to achieve better results for patients, caregivers, and administrators. Our platforms empower our clients to quickly and easily manage patient needs from admission to discharge, with provisions for billing and integrations with payment processors, billers, insurance companies, and other providers.

The mission of the Customer Success Manager is to maximize customer value, drive revenue growth, and protect recurring revenue by ensuring strong adoption, successful renewals, and proactive risk management across a portfolio of accounts.

The ideal candidate is commercially driven, customer-focused, and outcomes-oriented. They understand that strong relationships are important — but measurable outcomes, adoption, and business impact are what drive renewals, expansion, and long-term success.

In this role, the Customer Success Manager serves as a strategic partner and revenue owner, responsible for account growth through product add-ons and professional services, managing renewals, and preventing churn through structured engagement and cross-functional collaboration.

The Customer Success Manager is part of the Customer Success team, reporting to the Director of Customer Success, and works closely with Sales, Support, Product, Engineering, and Professional Services.

Job Responsibilities

• Build and maintain trusted advisor relationships with assigned customers, serving as the primary point of contact throughout the customer lifecycle.
• Drive customer adoption by promoting best practices, increasing product utilization, and helping customers achieve measurable business outcomes.
• Lead value-based customer conversations focused on ROI, adoption, customer health, and long-term success.
• Conduct structured Business Reviews that reinforce value delivered, measure progress against customer objectives, and align on future success plans.
• Monitor customer health using adoption metrics, usage data, support trends, and other leading indicators to proactively identify opportunities and risks.
• Develop and execute Customer Success Plans that align customer goals with platform capabilities and measurable success metrics.
• Identify and recover at-risk customers by developing Customer Corrective Action Plans, coordinating internal resources, and leading de-escalation efforts.
• Own the customer renewal process by proactively managing retention efforts, mitigating renewal risks, and coordinating with customers and internal stakeholders to ensure successful renewal outcomes in accordance with product-specific renewal processes.
• Serve as the customer's internal advocate by coordinating cross-functional teams to remove obstacles and improve the customer experience.
• Partner with cross-functional teams to support onboarding, implementation, product adoption, customer education, ongoing success, and issue resolution.
• Lead customer offboarding activities when necessary, ensuring a professional transition, documenting churn reasons, capturing customer feedback, and identifying opportunities for organizational improvement.
• Maintain accurate customer records, success plans, risks, and engagement activities within CRM and customer success platforms.

Job Requirements & Qualifications

• 2 to 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS environment, healthcare technology or EHR experience preferred.
• Bachelor's degree in Business, Information Systems, Healthcare Administration, or a related field, or equivalent professional experience.
• Demonstrated success improving customer adoption, retention, customer health, and long-term customer satisfaction.
• Experience developing customer success strategies, adoption plans, and executive-level customer relationships.
• Proven ability to identify customer risks, develop mitigation plans, and successfully manage escalations.
• Strong business acumen with the ability to communicate business value, ROI, and customer outcomes.
• Experience using CRM, customer success, and customer support platforms to manage customer relationships and engagement.
• Ability to manage complex customer relationships involving multiple stakeholders and executive sponsors.
• Excellent communication, presentation, relationship-building, and problem-solving skills.
• Demonstrated ability to collaborate effectively across cross-functional teams to deliver exceptional customer outcomes.
• Highly organized with strong project management, prioritization, and follow-through skills.

Work Environment

This position is fully remote and requires the worker to have a dedicated work space in their home during core business hours.

Travel may be required at a frequency of less than 10%.