Customer Success Manager

Pax Recruiting is seeking a Customer Success Manager who will own customer outcomes and help healthcare practices run stronger businesses through technology. This role involves managing a portfolio of customers post-implementation, ensuring they achieve operational and financial value, and building the Customer Success function from the ground up.

Responsibilities:

• Serve as the strategic advisor and primary point of contact for a portfolio of customers following onboarding and go-live
• Own renewals and drive retention, expansion, and long-term customer value
• Conduct proactive customer outreach, account planning, and business reviews
• Monitor account health, identify risks early, and execute action plans
• Partner with leadership on renewal and expansion strategies
• Build relationships with business owners and operational stakeholders to drive ongoing success
• Help customers adopt and optimize key workflows and realize measurable operational and financial outcomes
• Monitor product usage, engagement, and customer sentiment to identify risks and opportunities
• Lead adoption of new features and best practices across customer accounts
• Develop playbooks, templates, customer health models, and scalable processes
• Define customer segmentation and engagement strategies as the function grows
• Create strong cross-functional feedback loops across Product, Support, Sales, and Operations
• Serve as the voice of the customer internally by surfacing recurring pain points, workflow gaps, and product feedback
• Contribute to scalable customer programs and enablement initiatives

Requirements:

• 5+ years of experience in Customer Success, Account Management, Implementation, Customer Operations, or related client-facing roles within B2B SaaS environments
• Demonstrated success driving retention, renewals, adoption, and expansion
• Experience supporting SMB or mid-market customers
• Strong communication, problem-solving, and relationship-building skills
• Comfortable operating in ambiguity and helping build new processes
• Highly organized with the ability to manage multiple priorities and customer relationships simultaneously
• Experience in healthcare technology, vertical SaaS, or other mission-critical software environments
• Experience helping build Customer Success processes, playbooks, or early-stage teams
• Strong cross-functional collaboration skills
• CRM experience (Salesforce preferred.)
• Proficiency using AI and automation tools to improve productivity and workflows
• Austin-based or interested in regular in-person collaboration