Customer Success Manager

Customer Success Manager

The best CMMS for healthcare maintenance professionals. About Us: At FSI, you'll join a team of passionate professionals dedicated to empowering efficient and safe hospital operations. FSI supports over 400 million ft of hospital space every year to run transformative, intelligent hospital maintenance operations. FSI is the most comprehensive computerized maintenance management software (CMMS) provider for healthcare, and we're proud to serve over 1,300 hospitals with some of the largest networks in the country -- including Atrium Health, UPMC, Yale New Haven, SSM Health UNC Health, and many others. We work directly with our customers to build customized modern technology that fits their complex needs. In 2020, FSI received significant investments to grow and expand on the foundation established since the company began in 2002. We believe our most exciting chapter is just beginning, and we're looking for talent that wants to make an impact. If you're looking for a fast-paced, innovative community with a team focused on collaboration and empowerment through technology, we encourage you to get in touch.

Your role: As a Customer Success Manager at FSI, your primary mission is to build deep, meaningful, and impactful relationships with your customers. You will own post-sale relationships, drive retention, manage renewals, and identify expansion opportunities. Over time, you will evolve into a strategic advisor, helping customers maximize value from FSI's solutions.

Your responsibilities:

• Own and manage customer renewals, targeting 97%+ retention.
• Proactively identify and mitigate churn risk.
• Drive product adoption and customer engagement initiatives.
• Identify and surface expansion opportunities.
• Conduct regular customer check-ins and establish full account coverage.
• Execute QBRs and evolve conversations toward strategic outcomes.
• Collaborate cross-functionally with Support, Product, and Solutions Engineering.
• Act as the voice of the customer internally.
• Assist with invoicing coordination alongside Finance.
• Demonstrate strong time management across a large portfolio (7590 accounts).

What you'll bring to the team:

• A relationship-first mindset You naturally build trust, credibility, and long-term partnerships with customers, becoming someone they rely onnot just someone they hear from.
• Strong ownership and accountability You take full responsibility for your book of business, proactively managing renewals, identifying risks early, and ensuring no customer falls through the cracks.
• A proactive, self-driven approach You don't wait to be told what to do. You seek out opportunities, solve problems independently, and move your accounts forward with urgency and intent.
• A growth mindset and intellectual curiosity You're comfortable learning on the job, asking questions, and continuously improving your craft as a Customer Success professional.
• Excellent time and priority management You can effectively manage a large portfolio (7590 accounts) while maintaining consistent engagement and quality across your customers.
• A collaborative operating style You work seamlessly across teams (Support, Product, Solutions Engineering, Finance), knowing that great customer outcomes are a team sport.
• Customer advocacy instincts You listen deeply, surface meaningful feedback, and ensure the voice of the customer is represented inside FSI.
• A bias toward outcomes You focus on what actually moves the needle: adoption, customer satisfaction, and long-term valuenot just activity.

Minimum Qualifications:

• Experience in Customer Success, Account Management, or related field (SaaS or healthcare preferred).
• Strong communication, relationship-building, and organizational skills.
• Experience with CRM tools (e.g., HubSpot) and data-driven decision making.
• Customer-centric mindset with a focus on outcomes and value delivery.
• Demonstrated growth mindset and ability to learn on the job.
• Self-driven and capable of operating autonomously.

Work Location: Remote. Some travel may be required.

Compensation: Compensation for this role will be determined based on relevant experience, qualifications, and work location. The expected salary range is $68,000 to $78,000. NDR bonus potential up to $15,000.

Our Values:

• Customer inspired.
• Solutions-first.
• One team.
• Impactful experts.

We look forward to hearing from you! Don't meet all the requirements? We're all on a journey to learn constantly and have areas to develop. If you bring some of the above skills to the table and are still developing in others - APPLY ANYWAY! Learning and experience isn't a one-way path, if you believe you have the background needed to make an impact in this role, we'd love to hear from you. FSI is an Equal Opportunity Employer: We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life are key to our success as a company.