Customer Success Manager

Customer Success Manager Location: San Francisco | Department: Customer Success | In-office | Full-time As a Customer Success Manager at Charta, you won’t just support our customers—you will be the heartbeat of our retention strategy and a true business partner to healthcare leaders. About Charta Health In an industry where the focus should rightly be on delivering quality care to patients, healthcare providers remain burdened by the complexities of non‑clinical operations. Charta is changing that. We're building the operating system for modern healthcare organizations. Our AI platform streamlines critical workflows across revenue cycle, clinical operations, and administrative functions, helping providers and payers operate more efficiently and deliver better patient care. Backed by Bain Capital Ventures, Charta is on a mission to make every healthcare dollar accountable and every chart accurate, reimagining healthcare infrastructure from the ground up. About the Opportunity We’re looking for a strategic Customer Success Manager to elevate our client relationships from vendor transactions to genuine partnerships. In this role, you will move customers from “implemented” to “ingrained,” ensuring they not only use our platform but derive measurable, game‑changing ROI from it. You will combine deep subject matter expertise with commercial savvy. You won’t just answer questions; you will prescribe solutions, manage account health, and own the renewal lifecycle. You will serve as the bridge between the external market and our internal Product and Engineering teams, translating customer insights into the future of our roadmap. This is a role for a builder who loves high‑stakes problem solving. You will be empowered to set boundaries, guide customers toward scalable best practices, and drive value that resonates from the front‑line user up to the executive suite. What you’ll do: Drive Value & ROI: Work collaboratively with stakeholders to establish success metrics immediately. You will regularly articulate the ROI of our solution via Quarterly Business Reviews (QBRs), translating technical usage data into business impact that resonates with executive leadership. Own the Commercial Relationship: Manage the renewal lifecycle not as a transaction, but as the result of a year of managed value. You will identify opportunities for expansion—new use cases or licenses—ensuring our customers’ success fuels our mutual growth. Proactive Account Stewardship: Monitor account health signals to identify risks months in advance. You will execute decisive “get‑well” plans and move customers beyond initial adoption to deep, habit‑forming usage. Be the Voice of the Customer: Synthesize feedback from your portfolio to provide Product and Engineering with data‑driven insights. You will bridge the gap by translating complex technical concepts into business language for clients, and business needs into specs for our internal teams. Prescribe Solutions: Go beyond support. You will use your domain fluency to diagnose root causes and prescribe specific workflows that solve real business problems, guiding customers away from custom workarounds and toward scalable solutions. You’d be a great fit, if you: Build Multi‑Threaded Relationships. You cultivate deep connections across an organization, comfortably moving from technical troubleshooting with daily users to strategic planning with executive sponsors. Practice the “Art of No.” You are comfortable setting healthy boundaries. You can confidently push back on out‑of‑scope requests to guide customers toward best practices and scalable success. Are a Strategic Hunter‑Farmer. You have a commercial mindset. You understand that retention is earned every day, and you are constantly looking for ways to expand Charta’s impact within an account. Communicate with Clarity. You can distill complex data into a clear narrative. Whether it’s a renewal deck or a product feedback memo, your communication builds trust and drives action. Have 3+ years of experience in Customer Success, Account Management, or Consulting, preferably within B2B SaaS or healthcare, where you owned a book of business and carried a renewal or expansion target. Nice to have: You’ve worked in healthcare, specifically with provider systems, or have familiarity with clinical operations and revenue cycle management. Experience working with early‑stage, high‑growth startups or AI‑driven products. What we offer: Competitive salary and comprehensive benefits package, including health, dental, vision, and life insurance. Team dinners and snacks in the office to keep you at your best. Growth opportunities in a fast‑paced, innovative tech startup. Ongoing professional development and access to cutting‑edge AI and healthcare tools. Lively in‑person work culture at our SF Headquarters. $140,000 - $180,000 USD depending on experience + Equity + Benefits #J-18808-Ljbffr Madrona Venture Labs