Customer Success Manager

Job Summary

We're looking for a motivated and experienced Customer Success Manager to join our growing team. In this role, you'll manage a portfolio of mid-market accounts and serve as a strategic partner to senior stakeholders. You'll support onboarding, ongoing engagement, renewals, and expansion while playing a strategic role in account retention and satisfaction. This is a great opportunity for someone who excels at executive relationship management, thrives in strategic conversations, and is excited about making an impact in healthcare and mental health.

Responsibilities

Own Customer Relationships

• Serve as the primary point of contact and trusted advisor for customers in your book of business
• Build and maintain relationships with HR leaders, benefits executives, and senior stakeholders
• Own the post-sale lifecycle, delivering tailored experiences that support client goals

Onboarding & Activation

• Lead smooth onboarding and implementation for new customers
• Partner with cross-functional teams to ensure technical and operational launch readiness
• Define success criteria and align on measurable outcomes

Engagement & Retention

• Develop and execute success plans that align to customer objectives
• Monitor usage, engagement, and risk indicators; proactively intervene as needed
• Facilitate business reviews, data reporting, and strategic planning sessions
• Lead renewal strategy and expansion conversations

Internal Collaboration

• Partner with Sales, Clinical, Product, and Operations teams to drive unified customer experiences
• Act as the voice of the customer to influence internal decisions and improve offerings
• Contribute to process improvements, playbooks, and documentation

Success Measurement

• Track key metrics including retention, engagement, utilization, and satisfaction
• Maintain clear documentation of customer progress, goals, and risks

Requirements

Experience & Skills

• 3+ years of experience in customer success, account management, or consulting
• Expertise managing senior stakeholder relationships
• Familiarity with healthcare, benefits, or HR tech is a plus
• Strong analytical skills and ability to drive outcomes using data
• Organized, adaptable, and outcome-oriented

Communication & Collaboration

• Excellent interpersonal, written, and verbal communication skills
• Executive presence and confidence in presenting to leadership teams
• Collaborative mindset with a bias toward action

Mindset

• Strategic thinker with a passion for improving mental health access
• Customer-first approach with empathy and curiosity

Thrives in a fast-paced, evolving startup environment

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.