About the Role

We're seeking a Customer Success Manager who wants to own customer outcomes, build the foundation of Customer Success, and help healthcare practices run stronger businesses through technology. This is the company's first dedicated Customer Success hire. You won't inherit a mature organization with established playbooks and processes. Instead, you'll step into a highly strategic, hands-on role that blends account ownership, retention, adoption, renewals, and expansion with the opportunity to build the systems and operating rhythms that will define Customer Success going forward.

You'll manage a portfolio of customers post-implementation, help them realize meaningful operational and financial value from the platform, and partner cross-functionally to create a proactive, scalable, and long-lasting customer experience. This is not a reactive support role. Success comes from proactively helping customers improve workflows, realize measurable business outcomes, and identify opportunities to deepen relationships over time.

Key Responsibilities:

Own Customer Outcomes, Retention & Growth

Serve as the strategic advisor and primary point of contact for a portfolio of customers following onboarding and go-live.
Own renewals and drive retention, expansion, and long-term customer value.
Conduct proactive customer outreach, account planning, and business reviews.
Monitor account health, identify risks early, and execute action plans.
Partner with leadership on renewal and expansion strategies.

Drive Adoption & Value Realization

Build relationships with business owners and operational stakeholders to drive ongoing success.
Help customers adopt and optimize key workflows and realize measurable operational and financial outcomes.
Monitor product usage, engagement, and customer sentiment to identify risks and opportunities.
Lead adoption of new features and best practices across customer accounts.

Help Build the Function

Develop playbooks, templates, customer health models, and scalable processe
Define customer segmentation and engagement strategies as the function grows.
Create strong cross-functional feedback loops across Product, Support, Sales, and Operations.
Serve as the voice of the customer internally by surfacing recurring pain points, workflow gaps, and product feedback.
Contribute to scalable customer programs and enablement initiatives.

Qualifications & Experience Required:

5+ years of experience in Customer Success, Account Management, Implementation, Customer Operations, or related client-facing roles within B2B SaaS environments.
Demonstrated success driving retention, renewals, adoption, and expansion.
Experience supporting SMB or mid-market customers.
Strong communication, problem-solving, and relationship-building skills.
Comfortable operating in ambiguity and helping build new processes.
Highly organized with the ability to manage multiple priorities and customer relationships simultaneously.

Preferred:

Experience in healthcare technology, vertical SaaS, or other mission-critical software environments.
Experience helping build Customer Success processes, playbooks, or early-stage teams.
Strong cross-functional collaboration skills.
CRM experience (Salesforce preferred.)
Proficiency using AI and automation tools to improve productivity and workflows.
Austin-based or interested in regular in-person collaboration.

Who You Are:

Relational but accountable. You build trust quickly and are comfortable having direct conversations around adoption, renewals, and customer outcomes.
Bias toward action. You move quickly, test ideas, learn, and iterate.
Commercially minded. You understand the connection between exceptional customer outcomes and business outcomes.
Systems-oriented. You naturally look for ways to make work more repeatable, measurable, and scalable.
High agency. You identify issues, propose solutions, and take ownership.
A builder. You enjoy creating structure where it doesn't yet exist and thrive with autonomy and ownership.

Compensation & Opportunity

Competitive base salary plus variable incentive compensation tied to customer outcomes.
Opportunity to build and shape the Customer Success function from the ground up.
Significant growth potential, including the opportunity to lead and scale the Customer Success organization over time.

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Customer Success Manager