Key skills
SaaS account managementExecutive-level relationship managementSaaS product onboardingProduct adoptionData analysis for account healthSalesforceCRMStrategic thinkingPHPGoSaaSLeadershipCommunicationCustomer SuccessAccount ManagementSales
About this role
Valant is an established market-leading, software-as-a-service organization serving the unique needs of the behavioral healthcare industry. The Customer Success Manager (CSM) owns strategic, executive-level relationships across a portfolio of Valant’s most complex and highest-value customers, driving retention, adoption, and account health while serving as a trusted advisor.
Responsibilities:
- Own end-to-end strategic relationship management for a portfolio of Valant’s most complex, highest-value customer accounts
- Build trusted, executive-level relationships with key business and clinical stakeholders, understanding their top business goals and requirements
- Identify and act on opportunities to deepen product adoption within existing accounts, driving measurable improvements in renewal rate, retention, and satisfaction
- Serve as the single point of contact for post-go-live activities, escalations, and complex account issues
- Recognize customer satisfaction and adoption data patterns to proactively surface risk and opportunity
- Advocate for customers’ product priorities internally while managing expectations and keeping outcomes realistic
- Collaborate cross-functionally with Product, RCM, Sales, and executive leadership to support account strategy
- Contribute to team knowledge-sharing and process improvement as a subject matter expert in strategic account management
Requirements:
- Proven experience managing a portfolio of complex, high-value SaaS accounts, including navigating executive-level relationships and business conversations — not solely tactical or support-based account management
- Direct experience with a complex SaaS product, including onboarding and driving adoption
- Demonstrated ability to think and act strategically — connecting day-to-day account work to a broader relationship or business plan
- Comfort operating without a fixed script or checklist, adapting your approach to each account's needs
- Excellent verbal and written communication skills, including the ability to translate data and account health into a clear narrative for stakeholders at every level
- Experience in the behavioral health or broader healthcare industry
- Experience with IOP/PHP workflows or similarly complex, regulated environments
- Experience with Salesforce or a similar CRM