Customer Success Manager

Kipu Health provides EMR, CRM, and revenue cycle solutions for behavioral health providers. The Customer Success Manager owns a customer portfolio, driving retention, product adoption, and customer outcomes through success planning, risk management, and cross-functional collaboration.

Responsibilities:

• Own a portfolio of customers with varying levels of complexity
• Build trusted relationships with customer stakeholders and champions
• Serve as the primary point of contact for customer success needs
• Develop and execute success plans aligned to customer goals and product usage
• Conduct structured discovery to understand customer workflows, challenges, and priorities
• Lead customer meetings including onboarding reviews, health checks, and QBRs
• Drive adoption of core and advanced product capabilities across products
• Translate customer goals into product use cases and success metrics
• Identify and recommend opportunities to improve efficiency, outcomes, and ROI
• Analyze usage, engagement, and customer data to assess health and predict risk
• Proactively identify at-risk accounts and execute mitigation plans
• Maintain accurate documentation and reporting in CRM and customer success tools
• Support renewals and identify expansion opportunities in partnership with Sales
• Demonstrate financial acumen related to ARR, renewals, and customer value
• Escalate payment or contractual concerns appropriately
• Lead investigation and resolution of customer issues within defined scope
• Coordinate with Support, Product, and Engineering teams to resolve issues
• Advocate for customer needs while balancing internal priorities

Requirements:

• 3–5+ years of experience in Customer Success, Account Management, or a related SaaS role
• Experience managing a book of business independently
• Strong analytical and organizational skills
• Comfort working in a cross-functional, fast-paced environment
• Bachelor's degree or equivalent experience required
• Healthcare or regulated SaaS experience preferred