Customer Success Manager

About the Role

Keebler Health is building the operating system for value-based care. Our mission is to help risk-bearing healthcare organizations thrive in value-based arrangements by unlocking the full power of their data. We empower leading primary care groups, ACOs, and health plans to act on real-time insights that improve outcomes, reduce costs, and fuel sustainable growth.

We are looking for a Customer Success Manager to be the face of Keebler Health for our customers. You will own the relationship, act as the customer’s advocate inside our company, and make sure they see real value from the platform and want to grow with us. You will work closely with our Implementation team, who own the technical build, while you stay the person the customer knows and trusts from the late stages of the sale through go-live and the long-term partnership that follows.

This is a US-based remote position. We have a strong preference for candidates based in North Carolina or New York, where our team hubs are.

Key Responsibilities

Customer Relationships

• Own the relationship for your portfolio of accounts, from late-stage sales through onboarding and ongoing partnership.

• Join late-stage sales conversations to help set realistic expectations before contract signature.

• Build trusted relationships with executive, clinical, operational, and technical stakeholders, and keep building them as people and priorities change.

• Be the customer’s advocate inside Keebler Health, making sure their needs, feedback, and concerns reach Product, Engineering, and Clinical teams and get answered.

• Understand each customer’s goals, challenges, and measures of success, and tell their story clearly to our internal teams.

• Develop account plans, stakeholder maps, and communication rhythms for each account.

• Lead regular business reviews, executive check-ins, and planning conversations.

• Be a key part of renewals, and help customers get the most from their relationship with us by identifying additional features and opportunities that fit their goals.

• Monitor account health and address risks, gaps, and opportunities before the customer has to raise them.

Managing a Portfolio

• Balance competing priorities across several customers, deciding where your time and our team’s time will have the most impact.

• Manage requests, issues, and escalations through to resolution, coordinating with Implementation, Support, Product, Engineering, and Clinical teams.

• Set honest expectations with customers about timing and scope, and say no or not yet when you need to.

• Keep commitments visible so that important details do not fall through the cracks.

• Hold stakeholders, internal and external, accountable while maintaining strong working relationships.

Working with Implementation

• Partner with the Implementation team through onboarding so the handoff to ongoing account management is smooth and nothing is lost.

• Drive adoption across practices and user groups, including bringing on new users and sites over time.

• Share structured customer feedback and contribute to repeatable customer success processes and playbooks.

What Success Looks Like

We're moving fast as a company, and things will change rapidly, but below is a sense of what success could look like in this role:

• First 30 days: learn our platform, customers, and internal teams, and meet the stakeholders for your accounts as well as take ownership of steady state customers.

• First 90 days: own your account portfolio, with account plans in place and your first quarterly business reviews completed.

• First year: customers who are live and using the platform, clear measures of value, and renewals or expansions that reflect it.

About You

Your Experience

• 3-5+ years in customer success, account management, or another customer-facing role, ideally in software.

• A track record of owning customer relationships and growing or renewing accounts, with measurable results.

• Sales skills: you are comfortable running a commercial conversation, spotting an opening, and asking for the next step.

• Credibility with senior customers and the confidence to have difficult conversations.

• Strong organization and the ability to juggle competing priorities across several accounts without dropping the ball.

• Ability to work with technical and non-technical teams without direct authority.

• Strong written and verbal communication skills.

• Comfortable working in an early-stage or rapidly changing environment.

• Value-based care or healthcare technology experience is a nice to have, not a requirement. If you’re strong in the rest and curious about the industry, we want to hear from you.

How You Work

• Takes ownership of outcomes and drives them forward independently.

• Combines real empathy for the customer with operational discipline.

• Stays calm and clear under pressure, including when a customer is unhappy.

• Advocates for customers without losing sight of what is realistic for Keebler Health.

• Communicates credibly with everyone from a clinician inside a practice to an executive inside a parent organization.

• Motivated by compounding results, where the second year of an account is stronger because of how the first year was run.

• Uses LLMs and AI tools to remove friction and build capacity, and improves the team’s systems alongside their own output.

What We Offer

• Competitive salary, equity options, and benefits package.

• A fast-paced, innovative environment.

• Professional growth and development opportunities.

• A collaborative and supportive team culture.

• The chance to shape a foundational role and make a meaningful impact on the healthcare industry.