Customer Success Manager

Customer Success Manager

The Customer Success Manager (CSM) is responsible for building and maintaining strong client relationships, ensuring successful adoption of our solutions, and driving long-term customer satisfaction and retention.

About Ready Rebound

Ready Rebound is a national leading healthcare navigation and consulting company who provides immediate access to high-quality care for injured First Responders from workplace injuries. We are committed to delivering innovative solutions and exceeding customer expectations. Our priority is not only the quality of treatment offered through our partners but also we put an emphasis on the VIP Service Access experience for all our members, retirees and their families. 24/7 and 365 days a year! We protect those who protect us when our heroes are injured, we will always be there for them.

Description

Position: Customer Success Manager

Department: Client Experience

Schedule: Full-Time (Covering East Coast Territory)

Who we are, Ready Rebound:

Ready Rebound, a national leader in healthcare navigation and support, is dedicated to revolutionizing healthcare delivery for our First Responders. Committed to providing elite healthcare navigation services, our focus is on supporting the health and well-being of those on the front lines, including fire, police, and public works professionals.

Who we are, Client Success:

Ready Rebound is in search of a dynamic and passionate individual to join our Client Experience team. The Client Success team plays a pivotal role in ensuring that clients derive maximum value from Ready Rebound services, from onboarding to ongoing support throughout the client lifecycle.

About the Customer Success Manager:

The Customer Success Manager (CSM) is responsible for building and maintaining strong client relationships, ensuring successful adoption of our solutions, and driving long-term customer satisfaction and retention. This role combines strategic account management with hands-on support, including leading Quarterly Business Reviews (QBRs), training members, monitoring KPIs, and guiding clients through renewals. The CSM also plays a key role in identifying customer advocates, building references, and collaborating cross-functionally to deliver an exceptional customer experience

Key Responsibilities, Duties, and Objectives:

• Serve as the primary point of contact and trusted advisor for assigned clients, fostering long-term, strategic relationships.
• Lead Business Reviews to showcase value, align on goals, and identify opportunities for growth.
• Drive client renewals by proactively managing the customer lifecycle and mitigating risk of churn.
• Provide training and education to client members and stakeholders to drive adoption and maximize value.
• Monitor, analyze, and report on customer KPIs to ensure successful adoption, utilization, and ROI of our solutions.
• Collaborate cross-functionally to deliver a seamless client experience.
• Identify, nurture, and build customer advocates to support case studies, testimonials, and reference programs.
• Develop a deep understanding of client business objectives to position our solutions as a strategic partner.
• Provide actionable insights and recommendations to clients based on data, best practices, and industry benchmarks.
• Escalate risks, surface opportunities, and drive resolution in partnership with internal teams.
• Continuously seek opportunities to improve processes, tools, and resources that enhance the customer experience.

Qualifications & Experience

• 3+ years of experience in customer success, account management, or a related role within a healthcare, SaaS, or service-based industry.
• Proven experience managing portfolio accounts, including implementations and long-term relationship management.
• Strong project management skills with the ability to balance multiple priorities and stakeholders.
• Excellent communication and presentation skills, with the ability to deliver compelling QBRs and articulate value propositions.
• Data-driven mindset with experience leveraging customer insights to drive strategy and engagement.
• Ability to collaborate cross-functionally with sales, product, and operations teams to enhance customer outcomes.
• Proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight, or similar).
• Experience working with first responders, healthcare organizations, or municipal agencies is a plus.

Benefits and perks: Medical/Dental/Vision, Company Stock/Equity, 401K Plan, Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, flexible and fun work environment and more!

Ready Rebound is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.