Customer Success Manager

Valant is an established market-leading, software-as-a-service organization serving the unique needs of the behavioral healthcare industry. The Customer Success Manager will own strategic relationships with high-value customers, driving retention and product adoption 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