Customer Success Manager

Job Overview As a Customer Success Manager, you will drive the strategic health and growth of a portfolio of high‑value customers, serving as a trusted advisor throughout the post‑implementation customer journey. You will partner closely with Sales and Implementation teams to ensure a smooth transition into long‑term adoption, value realization, and renewal success. In this role, you will lead executive business reviews, drive product adoption, and help customers achieve their clinical and financial goals through strategic guidance and data‑driven insights. Acting as a primary internal advocate, you will collaborate cross‑functionally with R&D, Support, and Implementation teams to address customer challenges, navigate escalations, and influence platform improvements based on customer feedback. Responsibilities and Duties Strategic Relationship Management: Serve as the primary point of contact for a portfolio of enterprise customers, building trust‑based relationships with stakeholders from operational users to C‑suite leadership to ensure measurable value and retention. Executive Storytelling & Reporting: Design and deliver high‑impact Quarterly Business Reviews (QBRs) that translate complex usage metrics into actionable narratives, ensuring the platform's impact aligns with the customer’s clinical and financial objectives. Customer Lifecycle Ownership: Manage the customer journey, partnering with Sales and Implementation teams to translate initial discovery goals into a structured, value‑driven success plan. Continuous Product Adoption: Proactively drive usage growth by identifying new user groups, conducting staff training, and providing “best practice” blueprints to ensure deep integration of the tool suite. Data‑Driven Strategy & AI Innovation: Utilize Vitally, HubSpot, and generative AI to monitor account health and identify risks. Leverage familiarity with healthcare ecosystems (e.g., Availity) to optimize interoperability and streamline workflows. Internal Advocacy & Escalation Management: Act as the “Voice of the Customer” by synthesizing client feedback to influence the product roadmap and navigating technical escalations to maintain project momentum and trust. Metric‑Driven Success: Closely monitor usage metrics and data trends to proactively address deployment hurdles and mitigate risks before they impact the user experience. Qualifications 3+ years of experience in Customer Success, Account Management, Service Delivery, Project Management, or a related client‑facing role. Healthcare or state government industry experience or familiarity with interoperability tools (e.g., Availity) is strongly preferred. Experience managing customer relationships and driving adoption within SaaS or healthcare technology environments. Strong communication and presentation skills, including experience delivering customer‑facing business reviews or strategic updates. Experience with CRM and Customer Success platforms such as HubSpot and Vitally preferred. Experience using data and analytics to identify risks, measure success, and drive customer outcomes. Ability to collaborate cross‑functionally with Product, Support, Sales, and Implementation teams. Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment. Proactive, solutions‑oriented mindset with a strong focus on customer outcomes and retention. Benefits 401k & equity grants Free food and onsite gym at our Austin HQ Paid parental leave Competitive PTO & 10 paid holidays Comprehensive Medical, Dental, and Vision insurance with 100% company‑paid coverage for employee only coverage Dog‑friendly office in Austin HQ 24/7 access to telemedicine and counseling Book Purchasing Program This position is in office and candidates must be located in Austin, Texas or Madison, Wisconsin. We’re building a diverse, inclusive team You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio‑economic status, veteran status or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities. #J-18808-Ljbffr