Customer Success Manager

Job Details: Position Type: Full Time, Customer Success Manager

Remote (U.S.) Full-Time Travel up to 50%

For 20 years, Glytec has built an insulin and metabolic intelligence SaaS platform that hospitals and health plans rely on to help prevent patient harm and standardize workflows across the continuum of care. Join our mission as a Customer Success Manager, reporting to the Director, Clinical Success, and become the primary clinical resource, implementation partner, and long-term relationship owner for a portfolio of hospitals and health systems, from onboarding through ongoing account management. If you’re a Registered Nurse who is passionate about glycemic management and thrives on building lasting customer partnerships, this role is for you!

What You’ll Do

• Serve as the primary clinical point of contact during and after go-live, providing glycemic management expertise, best-practice guidance, and workflow integration support through regular check-ins, site visits, and remote sessions
• Guide customers through onboarding and EMR alignment using a standardized implementation project plan, ensuring safe and effective adoption across clinical and operational workflows
• Deliver training tailored to each customer’s workflows and goals through computer-based learning modules, virtual sessions, and onsite education
• Stay current on product releases and updates to bring informed, relevant guidance to every customer conversation
• Monitor account health, utilization, and outcomes metrics, and lead Quarterly Business Reviews and stakeholder check-ins to measure progress against customer goals
• Identify risks to customer goals and coordinate cross-functional mitigation plans
• Build and execute customer success plans that address utilization targets, adoption barriers, and clinical optimization opportunities
• Partner with Partner Growth and Sales to support contract renewals and identify expansion opportunities across the Glytec product portfolio
• Document customer issues in CRM and coordinate resolution across Clinical, Product, Analytics, and Customer Support teams
• Advocate for customers by sharing product feedback and enhancement requests with the Product Team and Clinical Review Committee
• Grow Glytec’s network of referenceable customers through conferences, research studies, reference calls, and webinars

Qualifications: What We’re Looking For

• Legally authorized to work in the United States for any employer
• Registered Nurse (RN) licensure with at least 2 years of hands‑on clinical nursing experience
• 8+ years in Customer Success, Account Management, or Client Services, ideally in B2B SaaS or healthcare technology
• Working knowledge of glycemic management and subcutaneous insulin therapy best practices, with the ability to evaluate clinical processes and recommend practice‑level improvements
• Familiarity with EHR systems and clinical workflows, including how order sets and documentation processes affect insulin management
• Experience guiding clinical and operational staff through the adoption of new technology or clinical workflows, including identifying and addressing adoption barriers
• Experience delivering clinical recommendations and education to physicians, nurses, and care teams in a consultative setting, such as Quarterly Business Reviews
• Experience developing and delivering training across in‑person, virtual, and self‑paced formats for clinical and operational audiences
• Proficiency with CRM systems (e.g., Salesforce), Excel, and PowerPoint, and comfort working with utilization and outcomes data and dashboards
• Proven ability to manage a portfolio of accounts with competing deadlines, following structured processes and reprioritizing without losing follow-through
• Strong presentation and facilitation skills for clinical and executive audiences, and experience collaborating with clinical, IT, and administrative teams
• Ability to work independently while maintaining a high level of client engagement and professionalism
• Bachelor’s degree or equivalent professional experience
• Ability to travel domestically up to 50% for hospital site visits, implementations, go‑live support, and Glytec office visits, with occasional nights and weekends as needed

Nice to Have

• Background in diabetes care or chronic condition management programs
• CDCES or equivalent clinical certification