Customer Success Manager

Amba is a fast-growing healthcare technology company on a mission to help care teams deliver proactive, high-quality care with fewer resources. As a Customer Success Manager, you'll own the full post-sale journey for a portfolio of senior living operator partners, ensuring they derive genuine value from Amba's platform through implementation, training, and ongoing support.

Responsibilities:

• Lead personalised implementation plans for care teams across senior living and healthcare settings, ensuring Amba becomes integral to day-to-day operations from day one
• Own the full customer lifecycle post-sale: onboarding, training, adoption, escalations, support, and renewal
• Act as a trusted change management partner - guiding clinical and operational teams through new workflows with patience, credibility, and expertise
• Build and maintain strong, trusted relationships across all levels of the client organisation — from frontline care staff to C-suite and VP-level executives
• Lead discovery conversations and quarterly business reviews with poise — able to command a room, navigate difficult conversations, and build consensus across clinical and operational stakeholders
• Be a natural communicator: clear, direct, and credible. You can lead a call, de-escalate tension, and inspire confidence in equal measure
• Monitor usage and adoption metrics to identify risk signals early and execute proactive intervention strategies before accounts reach critical juncture
• Deliver regular business reviews, usage analytics, and ROI reporting that tell a story — not just a data dump. You use metrics to identify trends, build a case, and drive action
• Maintain a deep understanding of the Amba platform and how it solves key pain points for operators, clinicians, and caregivers — quantifying value wherever possible
• Collaborate closely with Product, Clinical, and Engineering to ensure client feedback meaningfully informs roadmap development
• Partner with Sales on renewal strategy, expansion opportunities, and client health scoring
• Manage multiple client priorities simultaneously, maintaining strong organisational rigour and clear internal communication throughout

Requirements:

• 5+ years in customer success, implementation, or provider support within a healthcare technology or SaaS environment — with at least 3 of those years in a role you held within the last 5 years
• Proven experience supporting clients in senior living, home health, post-acute, or care management settings
• Strong understanding of care workflows, EHRs, and the operational challenges facing care teams today
• Data-fluent: you use metrics to tell a story, identify trends, and make a case — not just to fill a slide
• Exceptional communicator with a confident, credible presence at every level of a client organisation — from bedside to boardroom
• Highly organised and able to manage multiple priorities without dropping the ball; you bring structure to complexity
• Comfortable working independently in a remote, fast-moving, cross-functional startup environment
• Able to travel 25–50% of the time to support client relationships and onsite delivery
• Based in a CT or ET timezone (Eastern or Central US preferred)
• Experience in fall prevention, remote monitoring, resident safety, or value-based care models
• Familiarity with tools such as Asana, Slack, or comparable task management platforms
• Background in clinical care or care coordination — an understanding of what it means to work a shift