Senior Customer Success Manager

Role Overview

• Own the full post-implementation relationship for a portfolio of strategic customers, serving as their primary point of contact and senior advocate within Nsight.
• Be accountable for retention outcomes across your assigned book of business—churn in your portfolio is your problem to prevent, detect early, and resolve.
• Maintain active visibility into the health of every account using data, engagement signals, and direct relationship intelligence to assess risk before it becomes a problem.
• Develop and execute account-level recovery plans for at-risk customers, escalating with precision and owning the resolution process from identification through close.
• Build trusted, strategic relationships with clinical, operational, and executive stakeholders across customer organizations while penetrating accounts broadly so Nsight has an expansive, multi-threaded presence.
• Lead and facilitate Quarterly Business Reviews with clinical and operational stakeholders, delivering data-backed narratives that demonstrate value and reinforce partnership.
• Drive retention and expansion by consistently demonstrating value, aligning with customer strategic goals, and identifying new opportunities across service lines.
• Manage your portfolio by data, maintain accurate, current records across CRM and CS platforms, and use that data to drive decisions, not just report activity.
• Partner with Sales, Implementation, Clinical, and CS Operations to create a seamless customer journey from contract through long-term retention.

Requirements

• 5–10+ years of progressive experience in Customer Success, account management, or client services, with demonstrated progression into senior-level ownership.
• Proven track record of owning retention and expansion outcomes at the individual contributor level, preferably in B2B SaaS, healthcare, or managed services.
• Experience managing a complex portfolio of enterprise accounts with multiple stakeholder layers and high strategic value.
• Proven ability to lead executive-level client conversations and facilitate QBRs with clinical or operational leadership.
• Deep expertise with CS and CRM tooling such as HubSpot, Salesforce, Gainsight, or equivalent—able to build and interpret reports independently.
• Strong analytical capability: you think in metrics, build dashboards, and use data to make every decision.
• Executive presence and experience influencing clinical, operational, and C-suite stakeholders without authority.
• Self-managing, fast-moving, and innovative—you don't wait for permission to improve things.
• Preferred Healthcare, RPM, CCM, or value-based care experience—this is a significant differentiator.
• Background in chronic care management program operations or Remote Patient Monitoring.
• Experience working within a healthcare technology company, not just a services organization.
• Familiarity with HIPAA compliance, BAA management, and healthcare data security requirements.
• CPC, CPMA, CHBME, or equivalent certifications are a plus.
• Bachelor's or Master's degree in Business, Healthcare Administration, or a related field preferred.

Benefits

• Unlimited PTO
• Medical, Dental, Vision, and supplemental insurance options
• 401(k) Plan with 3.5% Company Match
• Company-provided equipment