Customer Success Manager

Canopy is the Connected Safety Platform dedicated to keeping medical personnel safe while at work, and they are seeking a Customer Success Manager (CSM) who is customer-centric and highly organized. The role involves managing a portfolio of healthcare customers, ensuring meaningful outcomes throughout the customer lifecycle, and building strong customer relationships that drive adoption, retention, and expansion.

Responsibilities:

• Own a portfolio of healthcare customers with lower-to-moderate program complexity, ensuring success through creation of value across onboarding, adoption, and renewal readiness
• Build and maintain success plans, engagement cadences, and stakeholder alignment to support strong outcomes and long-term retention
• Partner closely with Professional Services during deployment phases and key milestones to ensure high engagement, smooth execution, and operational readiness
• Drive adoption by helping customers align training, workflows, and internal processes to maximize platform usage and impact
• Proactively identify customer risks, coordinate cross-functional resolution plans, and ensure timely follow-through to maintain customer confidence
• Create and cultivate customer champions—turning satisfied customers into strong advocates who see Canopy as a trusted, strategic partner
• Identify growth opportunities within your customer base, including expansion to additional facilities, sites, departments, or product capabilities, and partner with Sales to qualify and advance those opportunities
• Serve as the voice of the customer internally by sharing feedback, recurring themes, and opportunities to improve the product and customer experience as Canopy scales

Requirements:

• 4–6+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Experience managing multiple stakeholders and driving customer outcomes
• Strong communication, organization, and proactive problem-solving skills
• Comfortable working cross-functionally in a fast-moving growth startup environment
• Experience using CRM tools (Salesforce, HubSpot, or similar)
• Experience supporting healthcare technology, safety/security, or RTLS
• Familiarity with adoption/change management best practices
• Experience supporting expansion identification and customer growth partnerships with Sales