Associate Customer Success Manager

Kipu Health is focused on bettering the behavioral health landscape by helping treatment centers achieve optimal outcomes. The Associate Customer Success Manager will support customer success, adoption, and retention through engagement and monitoring of customer health.

Responsibilities:

• Manage day-to-day customer interactions for a portfolio of accounts
• Execute scaled engagement programs, including onboarding touchpoints, adoption campaigns, and health check-ins
• Respond to customer inquiries and coordinate with Support and internal teams to ensure timely resolution
• Guide customers through core product workflows using documented best practices
• Support adoption of EMR, CRM, RCM, compliance, and analytics features with coaching and enablement resources
• Monitor usage and engagement data to identify adoption gaps and escalate risks as needed
• Review customer health dashboards and usage reports to identify trends and potential risks
• Document customer interactions, risks, and outcomes accurately in the CRM
• Follow playbooks to address common adoption, engagement, or satisfaction challenges
• Investigate customer issues using established processes and tools
• Escalate complex issues or at-risk accounts to Support or Customer Success Management with clear context and recommendations
• Maintain clear and empathetic communication with customers during issue resolution
• Communicate clearly, professionally and timely with customers via email, calls, and virtual meetings
• Participate in customer meetings led by CSMs or Senior CSMs to observe and learn best practices
• Collaborate cross-functionally with Support, Product, and Operations teams

Requirements:

• 1–3 years of experience in customer success, support, account coordination, or a customer-facing role
• Interest in healthcare SaaS and customer outcomes
• Strong written and verbal communication skills
• Ability to learn complex products and workflows
• Bachelor's degree or equivalent experience preferred