Customer Success Manager

August Health is dedicated to empowering the essential work of caring for elders by providing a modern operating platform and electronic health record. As a Customer Success Manager, you will act as a trusted advisor to senior living operators, ensuring they achieve measurable outcomes and driving adoption and engagement of the company's solutions.

Responsibilities:

• Serve as the main point of contact for assigned customers, building and maintaining strong, long-lasting client relationships
• Assess and understand existing customer configurations, workflows, and data structures—identifying the best system configuration approaches to meet evolving customer needs
• Develop a deep understanding of each customer’s goals, business challenges, and success metrics
• Rapidly understand how a customer’s current system is configured
• Conduct regular check-ins and strategic calls to foster engagement and trust
• Drive platform adoption and ensure customers are utilizing key features to achieve ROI
• Monitor customer health metrics and proactively address risks
• Identify early signs of dissatisfaction and work cross-functionally to resolve issues
• Identify and nurture opportunities for expansion, including upsells
• Lead regular success reviews with key stakeholders to evaluate performance, outcomes, and future goals
• Analyze customer data to surface insights, trends, and opportunities for optimization
• Partner with customers to define measurable success metrics and report on progress
• Advocate for customer needs internally and contribute to product feedback loops
• Represent the company at customer sites, conferences, and strategic meetings (travel up to 25%)

Requirements:

• 3+ years of experience in a customer-facing role, ideally in Customer Success, Account Management, Implementation, or a similar function
• A customer-obsessed mindset and a track record of helping customers achieve meaningful outcomes
• Proactive, curious, and continuously looking for ways to improve the customer experience
• Ability to translate business needs into technical and workflow requirements
• Exceptional communication and relationship management skills, with a demonstrated ability to engage, influence, and build trust with diverse stakeholders—including C-level executives
• Comfortable with ambiguity and change; able to create structure, make decisions, and move forward without perfect information
• Experience in healthcare or senior living operations is a plus, but not required