Customer Success Manager

Direct2Care provides affordable virtual healthcare solutions, including medical care, mental health services, and workplace injury guidance. The Customer Success Manager will manage customer accounts throughout the lifecycle, build trusted relationships, lead onboarding and adoption efforts, drive renewals, resolve issues, and collaborate cross-functionally to improve customer outcomes.

Responsibilities:

• Manage a portfolio of customer accounts from implementation through renewal
• Serve as the primary point of contact for customer questions, requests, and ongoing account management
• Build trusted relationships with key stakeholders and become a strategic partner to your customers
• Lead onboarding, implementation, product training, and adoption efforts to ensure long-term success
• Conduct regular customer check-ins, business reviews, and strategic planning conversations
• Monitor customer health, engagement, and product utilization to proactively identify opportunities and risks
• Develop success plans for at-risk customers and collaborate internally to improve outcomes
• Manage the end-to-end renewal process, including timelines, quotes, and customer communication
• Partner with Sales and leadership on complex renewal conversations and negotiations
• Troubleshoot customer questions and coordinate with internal teams to drive timely resolutions
• Partner with Product, Support, Clinical, and other teams to advocate for customer needs
• Own customer communication throughout escalations until issues are resolved
• Successfully manage multiple customer accounts with varying levels of complexity
• Prioritize competing demands while maintaining responsiveness and organization
• Identify opportunities to improve internal processes and the overall customer experience

Requirements:

• Bachelor's degree or equivalent professional experience
• 3+ years of experience in Customer Success, Account Management, Client Services, Customer Experience, or another customer-facing role
• Experience managing multiple customer accounts simultaneously
• Experience working within a CRM
• Excellent verbal and written communication skills
• Comfortable leading customer meetings, presentations, and training sessions
• Strong problem-solving, organizational, and prioritization skills
• Comfortable learning new technology and troubleshooting customer issues
• A relationship builder who earns trust quickly
• Highly organized and able to juggle multiple priorities
• Proactive—you identify problems before they become issues
• A collaborative teammate who enjoys working across departments
• Curious, coachable, and committed to continuous improvement
• Comfortable using customer data and insights to guide decisions
• Someone who takes ownership and follows through
• Bilingual preferred
• HubSpot experience is a plus