Customer Success Manager

The Customer Success Manager is responsible for building and maintaining strong client relationships, ensuring successful adoption of our solutions, and driving long-term customer satisfaction and retention. This role combines strategic account management with hands-on support, including leading Quarterly Business Reviews (QBRs), training members, monitoring KPIs, and guiding clients through renewals.

What You Will Do

Serve as the primary point of contact and trusted advisor for assigned clients, fostering long-term, strategic relationships. Lead Business Reviews to showcase value, align on goals, and identify opportunities for growth.

Why It Might Be a Fit

The ideal candidate will have a proven track record of managing portfolio accounts, including implementations and long-term relationship management, and experience working with first responders, healthcare organizations, or municipal agencies.

Requirements

• 3+ years of experience in customer success, account management, or a related role within a healthcare, SaaS, or service-based industry
• Prior experience working with or for a Worker's Compensation carrier, Third Party Administrator (TPA), or Public Sector HR role with Worker's Comp or TPA experience
• Proven experience managing portfolio accounts, including implementations and long-term relationship management
• Strong project management skills with the ability to balance multiple priorities and stakeholders
• Excellent communication and presentation skills, with the ability to deliver compelling QBRs and articulate value propositions
• Data-driven mindset with experience leveraging customer insights to drive strategy and engagement
• Ability to collaborate cross-functionally with sales, product, and operations teams to enhance customer outcomes
• Proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight, or similar)

Benefits

• Medical/Dental/Vision
• Company Stock/Equity
• 401K Plan
• Life and Short/Long term disability insurance
• Unlimited PTO
• Parental Leave policy
• Flexible and fun work environment