Customer Success Manager

Rovicare is a healthcare technology company focused on simplifying care transitions for healthcare providers. They are seeking a Customer Success Manager to lead client onboarding, implementation, and ongoing engagement, ensuring successful platform adoption and strong client relationships.

Responsibilities:

• Lead end-to-end onboarding for new clients, from kickoff through go-live
• Develop and execute customized implementation plans based on customer requirements
• Coordinate with internal teams including Product, Engineering, and Sales to ensure smooth implementation
• Conduct training sessions for end-users on platform features, functionality, and best practices
• Own onboarding timelines and ensure timely go-live for all implementations
• Act as the primary point of contact for customers after implementation
• Monitor client health, platform usage, and engagement to ensure successful adoption
• Provide ongoing support including troubleshooting, guidance, and strategic check-ins
• Identify opportunities for upselling and cross-selling based on client needs
• Manage renewals and ensure strong customer retention and satisfaction
• Own key customer success metrics such as adoption, retention, and customer satisfaction (NPS)
• Drive end-to-end customer lifecycle from onboarding to renewal and expansion
• Gather and document customer feedback and collaborate with the Product team to influence roadmap improvements
• Contribute to internal documentation, onboarding materials, and knowledge bases
• Identify opportunities to enhance implementation workflows and customer success processes
• Use data and insights to identify risks and improve customer outcomes
• Proactively manage risks and handle escalations to ensure customer success

Requirements:

• 5–15 years of experience in SaaS implementation, onboarding, customer success, or related roles
• Experience in selling / upselling / cross-selling SaaS solutions
• Strong communication and project management skills
• Experience working with both technical and non-technical customer stakeholders
• Ability to manage and influence senior stakeholders, including leadership teams
• Ability to translate customer needs into practical solutions
• Familiarity with CRM tools such as Salesforce or HubSpot and support platforms like Zendesk or Intercom
• Strong problem-solving, negotiation, and relationship-building skills
• Ability to act as a trusted advisor and drive strategic conversations with clients
• Experience in SaaS and Healthcare domain
• Ability to work effectively in a fast-paced startup environment