Customer Success Manager

About the Role

We are hiring a Customer Success Manager to lead and shape the foundation of our Customer Success efforts within healthcare technology. This inaugural role requires ownership of client outcomes by guiding healthcare practices to strengthen their business operations through our platform. You'll step into a highly strategic and hands-on position, managing post-implementation customer portfolios and creating the processes and systems that will define Customer Success moving forward.

Key Responsibilities

• Act as a trusted advisor and the main liaison for a designated portfolio of customers after onboarding.
• Drive customer retention, expansion, renewals, and long-term value realization.
• Engage in proactive outreach, strategic account planning, and business performance reviews.
• Monitor customer health metrics, identify early risks, and implement corrective plans.
• Collaborate with leadership on renewal and growth strategies.
• Develop strong relationships with business owners and key operational stakeholders to facilitate adoption and value realization.
• Support customers in optimizing workflows and achieving measurable operational and financial improvements.
• Track product usage, customer engagement, and feedback to recognize risks and opportunities.
• Guide customers in adopting new features and best practices.
• Establish foundational Customer Success procedures including playbooks, templates, customer health models, and scalable processes.
• Define segmentation and engagement approaches as the Customer Success function develops.
• Create effective feedback loops with Product, Support, Sales, and Operations teams.
• Represent the voice of the customer internally by highlighting recurrent pain points and product improvement opportunities.
• Contribute to scalable customer programs and enablement initiatives.

Qualifications & Experience

• Minimum of five years' experience in Customer Success, Account Management, Implementation, Customer Operations, or related client-facing roles within B2B SaaS.
• Proven track record in driving retention, renewals, customer adoption, and expansion.
• Experience supporting small to medium businesses or mid-market clients.
• Excellent communication, relationship-building, and problem-solving abilities.
• Ability to work effectively in uncertain environments and to help create new processes.
• Strong organization skills to manage multiple customers and priorities simultaneously.
• Preferred qualifications include experience in healthcare technology or mission-critical vertical SaaS, building Customer Success functions or teams, proficiency with CRM tools (Salesforce preferred), and familiarity with AI and automation to enhance productivity.
• Local candidates in the Austin, Texas area or those open to frequent in-person collaboration are favored.

Personal Attributes

• Relational and accountable, capable of building trust and having direct dialogues about customer adoption, renewals, and outcomes.
• Action-oriented mindset, adept at quickly testing, learning, and iterating.
• Commercially focused, understanding how customer success impacts broader business results.
• Systems thinker who aims to make processes more repeatable, measurable, and scalable.
• Highly proactive, able to identify challenges and drive solutions independently.
• Entrepreneurial spirit, eager to establish structure and thrive with autonomy.

Compensation & Opportunity

• Competitive base salary with additional variable incentives based on customer outcomes.
• Leadership opportunity to build and influence the Customer Success function from inception.
• Potential for significant career growth, including managing and scaling the Customer Success organization long-term.