Customer Success Manager

Customer Success Manager

Nsight Health is transforming how care is delivered through Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Behavioral Health Integration (BHI). We empower healthcare providers to manage chronic conditions using real-time data, AI-enabled technology, and 24/7 clinical support. Our HIPAA-compliant platform connects patients and care teams nationwide—improving outcomes, adherence, and peace of mind. Join a fast-growing, mission-driven team that blends healthcare and technology to make a measurable difference in people's lives.

Nsight Health — Where Technology Meets Compassion. Position Summary We are seeking a Customer Success Manager to own the health and retention of a portfolio of provider accounts. Reporting to the Director of Customer Success, you are the senior point of contact above the front line — the person providers trust with their hardest questions and the one who keeps their program delivering value month over month.

You own account health, drive retention, move accounts onto durable long-term agreements, and project manage complex issues to clean resolution. You partner with the Customer Growth team in a shared pod model to keep your accounts both healthy and expanding, and you bring clinical value to the foreground — surfacing outcomes, care gaps, and trends that show providers exactly what the program is doing for their patients.

Our clients are sophisticated physicians, and you meet them with equal credibility. You engage escalations directly, de-escalate with composure, and turn pressure into a stronger relationship. This is a role for someone who takes real ownership of their book, fights for every account, and is energized by keeping it healthy as the company grows. AI Fluency Requirement - Non-Negotiable Nsight Health is an AI-first organization. Every member of our leadership and operations team is expected to actively use AI tools in their day-to-day work - not as a novelty, but as a core productivity multiplier. This role requires genuine curiosity about AI, comfort experimenting with tools like Claude, ChatGPT, and workflow automation platforms, and the judgment to know when AI helps and when it doesn't. If AI makes you uncomfortable, this is not the right role.

Key Responsibilities

• Account Health and Retention: Own the health and status of your assigned accounts against a clear green, yellow, and red standard, keeping a direct line to each decision maker so every account can be championed when it counts. Own retention on your accounts, surfacing risk early and pulling in your Director, Support, Implementation, and Customer Growth partners to keep at-risk accounts whole. Move your accounts onto durable long-term agreements that protect and compound the book. Own the warm handoff from Sales and Growth into Customer Success at go-live, confirming that what was sold is what gets delivered.
• Issue Resolution and Service: Serve as the senior point of contact above the front line, engaging providers directly to resolve and de-escalate the hardest issues with composure. Project manage issues to resolution, coordinating Support and Implementation to close them cleanly and keep the provider informed throughout. Action non-adherent patients and bring proactive clinical value to your providers, using care gaps, outcome trending, and program reporting to raise the value they see in the program. Run quarterly business reviews and provider reporting, keeping clinical results and program value in front of every account you own.
• Cadence and Collaboration: Participate in the Customer Success deep dive and escalation sync, the dedicated team session for working escalations and account detail. Partner in the pod model with Customer Growth, using the healthy tension between retention and growth to keep your accounts both well and expanding. Stay tightly aligned with the Implementation and Support teams so that handoffs are clean and issues resolve quickly.
• Data and Continuous Improvement: Maintain accurate account health, status, and activity in HubSpot so that your book reads clearly to your Director and leadership. Bring an honest read on client health, risk, and retention to your Director on a regular cadence, flagging accounts that need help early.

The Impact You'll Make

Revenue Protection That Compounds: Every account you keep green, every at-risk relationship you turn around, and every long-term agreement you close directly protects and grows the revenue base that powers Nsight Health's mission. Your book is not just a portfolio. It is the foundation the business builds on.

Clinical Outcomes That Matter: By surfacing care gaps, outcome trends, and program results in front of sophisticated physicians, you are not just managing a relationship — you are demonstrating that the program is genuinely improving patient lives. That is what keeps providers enrolled and engaged for the long term.

The Standard for Provider Trust: In a market where providers have been let down by vendors before, the way you show up — with credibility, composure, and a willingness to own the hard conversations — sets the standard for what a true healthcare partnership looks like.

Qualifications Required:

• Three or more years in Customer Success, client services, or account management in a multi-client environment.
• Proven track record of owning account relationships and reducing churn or improving retention.
• Strong project management and de-escalation skills, with the willingness to own the hardest accounts personally.
• Clinically literate, or able to become fluent quickly, and comfortable speaking to clinical outcomes with providers.
• High AI fluency, meaning active, working use of AI tools in your daily professional workflow.
• Strong analytical ability, able to read a health scoring view, diagnose why an account is at risk, and execute a plan to fix it.

Preferred:

• Experience in remote care, RPM, CCM, or chronic care management and provider-facing relationships.
• Experience working within health scoring, quarterly business review frameworks, onboarding programs, and escalation protocols.
• Hands-on experience inside HubSpot or Salesforce, including health score tracking and reporting.
• Background in a PE-backed or venture-backed high-growth environment where speed and accountability were expectations rather than aspirations.
• Experience operating in a pod model alongside a growth or sales team.

Compensation & Benefits

• Competitive base pay: $120,000 – $150,000 annually.
• Performance-Based Bonus: Eligible for an annual bonus based on company and individual performance.
• Benefits Include:
• PTO Accrual
• Medical, Dental, Vision, and supplemental insurance options
• 401(k) Plan with 3.5% Company Match
• Company-provided equipment

Join Our Mission-Driven Team At Nsight Health, you will be part of a fast-growing organization at the intersection of healthcare, technology, and compassion. We are looking for a Customer Success Manager who takes real ownership of their book, shows up with clinical credibility and commercial instinct, and is energized by the challenge of keeping sophisticated provider relationships healthy, growing, and built to last.

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All legitimate interviews with Nsight Health are conducted through our formal hiring process, and employment offers are only extended after candidates have successfully completed required interviews and evaluations. Official employment offers are communicated by a member of our team via a scheduled phone call. We will never offer employment without first meeting with you through our established hiring procedures.

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