Senior Customer Success Manager

Nsight Health is transforming how care is delivered through Remote Patient Monitoring and Chronic Care Management. They are seeking a high-impact Senior Customer Success Manager to own and grow a portfolio of complex, high-value enterprise accounts, driving retention and expansion through data and strategic engagement.

Responsibilities:

• 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
• Serve as a consultative advisor, helping customers define success, evaluate impact, and grow their programs in alignment with Nsight's capabilities
• Drive retention and expansion by consistently demonstrating value, aligning with customer strategic goals, and identifying new opportunities across service lines
• Surface expansion signals and hand off qualified upsell and cross-sell opportunities to Sales with precision and context
• Own program adoption and utilization as a precursor to expansion and deeply engage with clients who are most likely to grow with Nsight
• 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
• Prepare and deliver executive-ready reporting for internal stakeholders and QBR-ready materials for client-facing meetings
• Analyze account trends to identify systemic risks, engagement gaps, and growth opportunities across your portfolio
• Partner with Sales, Implementation, Clinical, and CS Operations to create a seamless customer journey from contract through long-term retention
• Collaborate with CS Operations to ensure Health Check content, data, and deliverables are prepared and accurate ahead of customer-facing activity
• Contribute to team performance by mentoring junior CSMs, sharing playbooks, and modeling the standard of execution expected at the senior level

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
• 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