Customer Success Manager

Note: This is a fully remote opportunity with 20% travel required.

Join ProCareHR/Go Icon as a Customer Success Manager!

Go Icon powers resident and family engagement for senior living communities through communications, digital signage, activity management, transportation, and AI-driven insights for some of the largest operators in the industry.

Your Impact:  The Customer Success Manager owns the post-implementation relationship for an assigned portfolio of Go Icon customers. This role helps customers achieve their goals through strong relationship management, product adoption, ongoing education, proactive account health monitoring, and cross-functional coordination. The Customer Success Manager serves as a trusted advisor and customer advocate while supporting retention, satisfaction, and long-term growth. Why Join Us:

• Salary Range is $75,000-$80,000/yr | Credit given for experience
• Great Benefits Available
• Fully Remote Opportunity

What You'll Do:

• Build and maintain strong relationships with customers, serving as a trusted advisor and primary point of contact throughout their partnership.
• Drive product adoption and customer success by delivering strategic guidance, training, and best practices that help customers achieve their goals.
• Monitor account health, identify risks and growth opportunities, and develop plans to improve engagement, retention, and long-term value.
• Collaborate with cross-functional teams to resolve customer issues, support renewals, and ensure a seamless customer experience.
• Collect and communicate customer feedback to enhance products, services, and overall customer satisfaction.
• Maintain accurate customer records, track account activity, and contribute to the continuous improvement of customer success processes and programs.

What You Bring:

• 3+ years of experience in customer success, account management, client services, or a similar customer-facing role, preferably in a software or technology environment.
• Strong relationship-building and communication skills, including the ability to work effectively with stakeholders at different levels and with varying levels of technical comfort.
• Ability to manage multiple customer accounts, priorities, follow-ups, and deadlines while maintaining strong attention to detail.
• Analytical and problem-solving skills with the ability to interpret customer data and translate insights into practical action plans.
• Comfort learning software products and explaining workflows, features, and best practices in clear, accessible language.
• Ability to work independently in a remote environment while collaborating effectively across teams.
• Proactive, organized, and customer-focused, with a strong sense of ownership and follow-through.
• Familiarity with CRM systems, customer success platforms, and support or project management tools is preferred.
• Senior living experience preferred.

Benefits Available: 

• Health insurance with company paid premium for employee only coverage
• FSA and HSA options available
• Company paid dental insurance for employee only coverage
• Company paid life insurance
• Company paid short- and long-term disability insurance
• A 401K plan with company match and safe harbor contribution
• Paid Time Off
• Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident

Join us in reshaping the future of HR services!

To apply, please complete the required questionnaire. We accept applications on a rolling basis.

We are an Equal Opportunity Employer and are committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, genetic information, marital status, veteran or military status, citizenship status, pregnancy (including childbirth, lactation, and related conditions), political affiliation, or any other status protected by applicable federal, state, or local laws. We are committed to providing an inclusive and accessible recruitment process. If you require accommodations during the interview process, please let us know. Reasonable accommodations will be provided upon request to ensure equal opportunity for all applicants.

Applicants may be subject to a background check. Employees in this position must be able to satisfactorily perform the essential functions of the position. If requested, this organization will make every effort to provide reasonable accommodations to enable employees with disabilities to perform the position’s essential job duties. As markets change and the Organization grows, job descriptions may change over time as requirements and employee skill levels evolve. With this understanding, this organization retains the right to change or assign other duties to this position. If you are an applicant from California, please review this notice.

E-Verify Participation
Procare HR participates in E-Verify.
This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.