Customer Success Manager

Kodiak Solutions is dedicated to transforming the healthcare industry through technology-driven solutions. The Customer Success Manager will build customer relationships, drive adoption, and help define frameworks and best practices for the newly established Customer Success function.

Responsibilities:

• Serve as the primary point of contact for an assigned portfolio of clients, building strong, trusted relationships at multiple levels
• Lead onboarding efforts to ensure smooth implementation, clear expectations, and early customer success
• Drive product adoption through proactive engagement tailored to customer goals
• Monitor account health, identify risks or opportunities, and implement action plans to improve outcomes and retention
• Partner closely with Product, Implementation, Support, and Leadership teams to advocate for customer needs and influence product enhancements
• Review performance metrics with customers, providing insights, recommendations, and roadmaps that align with business objectives
• Facilitate quarterly business reviews (QBRs) and other strategic checkpoints to reinforce value and deepen engagement
• Act as escalation point for customer issues and coordinate internal resources to ensure timely resolution
• Manage the renewals process for assigned accounts, including forecasting, preparing renewal materials, identifying risks early, and collaborating with cross functional‑ partners to secure on time‑, successful renewals
• Maintain accurate documentation, account plans, and activity tracking within Planhat, Salesforce and other internal systems

Requirements:

• 2+ years of experience in Customer Success, Account Management, or related client facing‑ roles in SaaS, technology, or professional services
• Experience in the Healthcare Revenue Cycle industry, including familiarity with revenue cycle workflows, terminology, reimbursement processes, and common operational challenges faced by healthcare organizations
• Strong communication, presentation, and relationship building‑ skills
• Ability to simplify complex information, manage competing priorities, and work both proactively and reactively in a fast-moving‑ environment
• Demonstrated problem solving‑ mindset with the ability to influence without authority
• Experience partnering across functions to deliver cohesive, high quality‑ customer experiences
• Passion for continuous improvement and elevating the customer journey
• Experience using Planhat Customer Success Platform (CSP) is preferred, including managing customer health scoring, workflows, playbooks, renewals tracking, and reporting within the platform