Customer Success Manager

About the Role

This is a foundational Customer Success role focused on helping healthcare practices get stronger operational and financial results through technology. As the company’s first dedicated Customer Success hire, you will not be stepping into a mature team with ready-made processes. Instead, you’ll own customer relationships after implementation and play a hands-on, strategic role in building the operating model, workflows, and rhythms that will shape the function over time.

Your work will center on customer retention, adoption, renewals, and expansion, while also collaborating across teams to deliver a proactive and scalable customer experience. This role is meant for someone who is comfortable moving beyond reactive support and instead drives measurable business outcomes, deeper customer relationships, and long-term value.

Key Responsibilities

Own Customer Outcomes, Retention, and Growth

• Act as the main strategic contact for a portfolio of customers after onboarding and go-live.
• Take ownership of renewals while driving retention, expansion, and lasting customer value.
• Run proactive outreach, account planning, and structured business reviews.
• Track account health, spot risks early, and follow through with action plans.
• Work with leadership on renewal and expansion strategy.

Drive Adoption and Value Realization

• Build trusted relationships with business owners and operational stakeholders to support ongoing success.
• Guide customers in adopting and optimizing workflows that improve operational and financial outcomes.
• Monitor product usage, engagement, and customer sentiment to uncover risks and opportunities.
• Support rollout and adoption of new product features and best practices across accounts.

Help Build the Function

• Create playbooks, templates, customer health frameworks, and scalable processes.
• Define segmentation and engagement approaches as the function expands.
• Set up effective feedback loops with Product, Support, Sales, and Operations.
• Represent customer needs internally by surfacing recurring issues, workflow gaps, and product feedback.
• Contribute to customer programs and enablement initiatives that can scale.

Requirements

• At least 5 years of experience in Customer Success, Account Management, Implementation, Customer Operations, or another client-facing role in a B2B SaaS environment.
• Proven ability to improve retention, renewals, adoption, and expansion.
• Background supporting SMB or mid-market customers.
• Strong communication, relationship-building, and problem-solving abilities.
• Comfort working in ambiguity and helping create new processes.
• Highly organized with the ability to manage several priorities and customer relationships at the same time.

Preferred Experience

• Exposure to healthcare technology, vertical SaaS, or other mission-critical software environments.
• Experience contributing to Customer Success processes, playbooks, or early-stage teams.
• Strong collaboration skills across departments.
• Experience with CRM tools; Salesforce is preferred.
• Ability to use AI and automation tools to improve productivity and workflows.
• Austin-based, or open to regular in-person collaboration.

Who You Are

• You build trust quickly while still being direct and accountable about adoption, renewals, and customer outcomes.
• You prefer taking action, testing ideas, learning fast, and adjusting as needed.
• You understand how excellent customer results connect to company results.
• You naturally look for ways to make work more repeatable, measurable, and scalable.
• You take initiative, identify problems, and move toward solutions without waiting to be told.
• You enjoy creating structure in undefined environments and are comfortable working with a high level of ownership.

Compensation and Opportunity

The role offers a competitive base salary along with variable incentive pay tied to customer outcomes. It is also a chance to shape the Customer Success function from the ground up and grow into broader leadership as the organization scales.

Additional Information

This position is based in the Austin, Texas Metropolitan Area and is an onsite role. It is a full-time opportunity.