Customer Success Manager

Nsight Health is transforming care delivery through Remote Patient Monitoring, Chronic Care Management, and Behavioral Health Integration using AI-enabled healthcare technology. The Customer Success Manager owns provider account health and retention, resolves complex issues, manages long-term agreements, and demonstrates clinical value through outcomes, care gaps, and reporting.

Responsibilities:

• Account Health and Retention: Own the health and status of your assigned accounts against a clear green, yellow, and red standard, keeping a direct line to each decision maker so every account can be championed when it counts. Own retention on your accounts, surfacing risk early and pulling in your Director, Support, Implementation, and Customer Growth partners to keep at-risk accounts whole. Move your accounts onto durable long-term agreements that protect and compound the book. Own the warm handoff from Sales and Growth into Customer Success at go-live, confirming that what was sold is what gets delivered
• Issue Resolution and Service: Serve as the senior point of contact above the front line, engaging providers directly to resolve and de-escalate the hardest issues with composure. Project manage issues to resolution, coordinating Support and Implementation to close them cleanly and keep the provider informed throughout. Action non-adherent patients and bring proactive clinical value to your providers, using care gaps, outcome trending, and program reporting to raise the value they see in the program. Run quarterly business reviews and provider reporting, keeping clinical results and program value in front of every account you own
• Cadence and Collaboration: Participate in the Customer Success deep dive and escalation sync, the dedicated team session for working escalations and account detail. Partner in the pod model with Customer Growth, using the healthy tension between retention and growth to keep your accounts both well and expanding. Stay tightly aligned with the Implementation and Support teams so that handoffs are clean and issues resolve quickly
• Data and Continuous Improvement: Maintain accurate account health, status, and activity in HubSpot so that your book reads clearly to your Director and leadership. Bring an honest read on client health, risk, and retention to your Director on a regular cadence, flagging accounts that need help early

Requirements:

• Three or more years in Customer Success, client services, or account management in a multi-client environment
• Proven track record of owning account relationships and reducing churn or improving retention
• Strong project management and de-escalation skills, with the willingness to own the hardest accounts personally
• Clinically literate and comfortable speaking to clinical outcomes with providers, doctors, and working with physician offices
• High AI fluency, meaning active, working use of AI tools in your daily professional workflow
• Strong analytical ability, able to read a health scoring view, diagnose why an account is at risk, and execute a plan to fix it
• Experience in remote care, RPM, CCM, or chronic care management and provider-facing relationships
• Experience working within health scoring, quarterly business review frameworks, onboarding programs, and escalation protocols
• Hands-on experience inside HubSpot or Salesforce, including health score tracking and reporting
• Background in a PE-backed or venture-backed high-growth environment where speed and accountability were expectations rather than aspirations
• Experience operating in a pod model alongside a growth or sales team