Customer Success Manager

Customer Success Manager

The Customer Success Manager is the primary relationship owner and day-to-day point of contact between InSite Health and our Tennessee district partners. This is a client-facing, Nashville-based role responsible for ensuring successful program implementation, ongoing client satisfaction, and districtwide adoption of InSite's platform and services. The ideal candidate understands K-12 school operations, has experience managing complex institutional relationships, and thrives in a fast-paced, mission-driven environment.

InSite Health is a leading behavioral health organization partnering with several hundred schools to deliver best-in-class mental health programs for students. We are equally committed to supporting the employees who make this work possible by fostering a culture of care, collaboration, and shared purpose.

We leverage proprietary technology and a collaborative care model to help districts identify, support, and manage student needs more effectively by integrating clinical services, data-driven insights, and streamlined workflows. This approach helps reduce symptoms in students, improve outcomes, decrease risk, and allow schools to operate more efficiently across their behavioral health programs.

Key Responsibilities

Client Relationship Management

• Serve as InSite's named point of contact for district administrators, building leaders, and school staff
• Build and maintain strong relationships with key stakeholders including the Director of Schools, Directors of Student Services, Principals, and school counselors
• Conduct regular check-ins, quarterly business reviews, and annual program reviews with district leadership
• Proactively identify and resolve client concerns before they escalate

Implementation and Onboarding

• Lead the onboarding process for district partners, coordinating with InSite's implementation team, clinical staff, and district contacts
• Manage the rollout of the InSite Wellness Platform across pilot schools and districtwide expansion
• Coordinate school-level training sessions in partnership with InSite's clinical and training team
• Track implementation milestones and ensure the program stays on schedule and within scope

Program Oversight

• Monitor platform utilization, adoption rates, and program metrics across all partner schools
• Prepare and deliver monthly and quarterly reports to district leadership
• Coordinate support ticket resolution with InSite's technical and clinical teams
• Serve as the escalation point for school-level platform issues and service concerns

Growth and Expansion

• Identify opportunities to deepen InSite's partnerships with Tennessee district clients over time
• Support InSite's expansion into other Tennessee districts by sharing learnings and best practices from our Nashville engagements

Qualifications

Required

• 3+ years of experience in account management, client success, or program management in a K-12, healthcare, or SaaS environment
• Demonstrated ability to manage complex, multi-stakeholder institutional relationships
• Strong organizational skills and experience managing project timelines and deliverables
• Excellent written and verbal communication skills
• Comfortable working independently in a remote/field-based role
• Based in or willing to relocate to the Nashville, TN area

Preferred

• Prior experience working with or within K-12 school districts
• Experience working with children, youth, or families in an educational or community setting
• Familiarity with behavioral health, student wellness, or school safety programs
• Familiarity with Behavioral Threat Assessment and Management (BTAM) processes or school safety frameworks
• Experience with SaaS platform implementation or client onboarding
• Knowledge of the Tennessee education landscape and the Nashville metro area

Why InSite

• Mission-driven company with meaningful impact on student safety and well-being
• Ground-floor opportunity to build InSite's Tennessee presence
• Competitive compensation and benefits
• Collaborative, supportive team with strong clinical and operational leadership