Senior Customer Success Manager

Position Summary

As a Senior Customer Success Manager, you will own the post-sale customer lifecycle, driving onboarding, adoption, retention, and growth across a portfolio of accounts. You will serve as the primary customer contact, delivering strategic guidance, leading business reviews, and building success plans that accelerate adoption and maximize customer value. 

By leveraging customer data, feedback, and industry expertise, you will proactively identify opportunities, mitigate risk, and drive measurable business outcomes. Success in this role requires commitment to continuous learning, a disciplined approach to account management, renewal forecasting, and customer health strategies. 

As a member of the Customer Success team, you will also partner cross-functionally to bring the Voice of the Customer to the business and ensuring We Never Stop Improving as We Strive for Better Healthcare. 

Location: This is a hybrid role with 2 days a month in either our Atlanta or Philadelphia office.

Reports to: VP, Customer Success

What You’ll Do

• Own the renewal lifecycle for assigned accounts, interpreting complex product signals, usage trends and sentiment indicators to guide strategic decisions and mitigate risk early. 
• Serve as the primary Success Manager of the customer lifecycle, responsible for driving engagement and initiating structured touchpoints throughout the customer journey by sharing product updates and aligning priorities with customer goals.
• Schedule and lead business reviews, own commercial strategy including leading renewal negotiations, identifying expansion opportunities and navigating complex pricing discussions where your commercial fluency ensures revenue protection and long-term account growth. 
• Deliver best-practice guidance, product education, and enablement to maximize customer value. 
• Translate product capabilities into customer outcomes, ROI, and strategic value. 
• Apply healthcare industry expertise to adoption, solution positioning, and value realization. 
• Develop and execute success plans, achieve key KPIs (e.g., Engagement cadence, GRR, NRR), and mitigate renewal risk. 
• Maintain accurate account information, activity tracking, and renewal forecasts. 
• Monitor engagement, product usage, and outcomes to inform account strategy. 
• Continuously expand product expertise to increase customer impact. 
• Build and maintain strong healthcare industry knowledge to serve as a trusted advisor. 

This job might be a fit for you if you have

• 2-5 years of experience in a Customer Success or Account Management role, preferably within a B2B SaaS environment  
• Strong strategic, analytical, and relationship skills; commercial acumen; able to manage conflicting priorities effectively 
• Ability to manage customer relationships at every level, using data driven discussions to build trusted partnerships. 
• Demonstrated success that shows your ability to be professionally assertive and a customer focused problem solver. 
• Experience in the healthcare tech industry, familiarity with Post-Acute Provider (Home Health, Hospice, SNF or Infusion DME), experience with healthcare claims data analysis, or exposure to data integrations is preferred.
• Come prepared and ready for customer-facing work and open to travel up to 20%