Customer Success Manager

Bamboo Health is the leader in Real-Time Care Intelligence™ solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. The Customer Success Manager (CSM) plays a critical role in ensuring customers achieve measurable value and sustained success with Bamboo Health’s products and services by driving adoption and delivering tailored experiences.

Responsibilities:

• Execute customer retention and engagement strategies, ensuring consistent and high-quality delivery across the customer base
• Manage ongoing customer communications, including email campaigns, webinars, and in-person sessions that educate users on workflows, best practices, and how to maximize product value
• Leverage digital education resources and self-service tools to increase adoption and improve customer engagement
• Monitor customer health and engagement metrics, proactively identifying retention risks and supporting execution of churn-save playbooks
• Support implementation of loyalty and engagement programs that reinforce customer satisfaction and retention
• Communicate Bamboo Health’s value to customers through reporting, success stories, and ROI-driven messaging
• Collaborate with internal teams to ensure customer issues are resolved quickly and effectively, escalating where necessary to prevent churn
• Identify and surface up-sell and cross-sell opportunities through insights gained from customer interactions and engagement data
• Contribute customer feedback and insights to internal teams (Product, Marketing, Operations) to help improve the customer experience
• Maintain accurate documentation of customer interactions, retention activities, and outcomes in CRM and related tools
• Serve as a trusted partner to customers, ensuring they feel supported, informed, and valued throughout their journey with Bamboo Health
• Continuously build proficiency with AI tools and integrate them into daily work practices to measurably improve productivity, accuracy, and customer experience

Requirements:

• 3–5 years of experience in Customer Success, Account Management, or related customer-facing roles
• Proven ability to execute customer engagement and retention strategies that drive measurable impact
• Strong communication and interpersonal skills, with a customer-first mindset
• Comfort working with data to assess customer health, identify risks, and report on outcomes
• Experience using CRM and customer success platforms to manage and track engagement activities
• Ability to work cross-functionally to resolve customer issues and ensure a consistent experience
• Excellent organizational skills and attention to detail, with the ability to manage multiple priorities simultaneously
• Enthusiasm for customer education, engagement, and helping customers realize value from technology
• A self-starter attitude with a commitment to teamwork, learning, and continuous improvement
• Comfort using or learning AI-supported tools (e.g., ChatGPT, CoPilot, or role-specific tools) to improve daily workflows
• A forward-thinking, curious mindset with an openness to experimenting with new technologies
• Strong analytical and problem-solving skills, with sound judgment and creativity in designing solutions
• Proven ability to thrive in fast-paced, high-growth, and rapidly evolving environments
• Ability to work effectively in a remote-first environment, ensuring high-quality virtual interactions with minimal distractions
• The ability to travel periodically for work