Customer Success Manager

Role Overview

• Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows.
• Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment.
• Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities.
• Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations.
• Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support.
• Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics.
• Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach.
• Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations.
• Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle.
• Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.

Requirements

• 4+ years in Customer Success, Account Management, or a related SaaS leadership role.
• 2+ years of people management experience with a focus on coaching, mentoring, and team development.
• Proven track record of driving customer retention, adoption, and revenue growth.
• Strong technical acumen and troubleshooting skills, with the ability to translate complex concepts into customer value.
• Exceptional verbal, written, and presentation skills, with experience engaging executive stakeholders.
• Demonstrated success in leading process improvements in dynamic, cross-functional environments.
• Familiarity with clinical workflows, healthcare communication, or LEAN methodologies.
• Ability to travel up to 25%.

Benefits

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one.
• 401K
• with match and immediately vested.
• 17 company holidays, 2 floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities