Customer Success Manager, National

Kontakt.io is hiring a Customer Success Manager to own post-deployment success for strategic national healthcare customers. The role drives adoption, value realization, measurable ROI, renewals, and expansion while collaborating with customer stakeholders and internal teams.

Responsibilities:

• Manage a portfolio of strategic national healthcare customers post-deployment, serving as a trusted long-term partner
• Develop and execute outcome-driven success plans aligned to customer goals around safety, asset visibility, operational efficiency, and return on investment (ROI)
• Build strong relationships across clinical, operational, IT, and executive stakeholders
• Guide customers through post-go-live adoption, optimization, and expansion, ensuring sustained value realization
• Proactively identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction
• Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth
• Contribute to the ongoing evolution of Kontakt.io’s national Customer Success practices, with a focus on consistency, scalability, and ROI-driven outcomes
• Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement
• Translate complex customer data and outcomes into clear ROI narratives, best practices, and playbooks for the broader CS organization
• Provide input on processes, tools, and workflows that improve team efficiency and customer impact
• Work closely with Sales, Product, Technical Account Services, Hardware Operations, and Marketing to deliver cohesive post-deployment customer experiences
• Serve as the voice of the customer, sharing insights that inform product direction, roadmap decisions, and ROI-focused improvements
• Collaborate on initiatives that support measurable ROI, adoption, and long-term customer value

Requirements:

• 6+ years of Customer Success experience in the healthcare space, supporting national healthcare organizations
• Self-starter with the ability to hit the ground running, operate independently with a high level of autonomy, and take ownership of customer relationships and outcomes in a fast-paced, growth-stage environment
• Comfortable operating in an environment of continuous change, while remaining effective and impactful for customers
• Experience in healthcare technology, including supporting technology and SaaS platforms, within complex healthcare environments
• Strong understanding of healthcare workflows, customer lifecycle management, renewals, and expansion strategies
• Experience driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms
• Demonstrated executive presence, with the ability to engage senior leaders, lead strategic conversations, and articulate value and ROI at the executive level
• Strong problem-solving skills with an ownership-oriented mindset
• Experience using Salesforce or similar enterprise CRM tools