Customer Success Manager

About the Role

This is a founding role for a Customer Success Manager at an early-stage healthcare SaaS company. You will build and own the post-sale function, growing revenue within existing accounts. You will define customer success, build a scalable system, and manage the customer lifecycle from onboarding to renewal and expansion. This role is focused on clinical operations and revenue, with success measured by retention, adoption, and revenue growth.

Key Responsibilities

• Own the full customer lifecycle for enterprise health-system accounts: onboarding, implementation, adoption, clinical training, account health, renewal, and expansion.
• Become the definitive expert on the platform and its modules, leading product and workflow demonstrations.
• Drive implementation and clinical enablement, orchestrating successful go-lives and full adoption.
• Track site-level usage, diagnose adoption gaps, and proactively address risks.
• Own renewals and net revenue retention, forecasting, and protecting the customer base.
• Execute land-and-expand strategies, identifying upsell and cross-sell opportunities in partnership with sales and leadership.
• Build deep relationships with clinical champions, executive sponsors, and frontline users.
• Design the customer success function from scratch: segmentation, health scoring, onboarding and adoption playbooks, expansion motion, and supporting tooling/reporting.
• Set the multi-year strategy for account retention and growth, building a scalable system.
• Serve as the voice of the customer, translating account insights into product and roadmap priorities.
• Define and shape future roles within the customer success team, eventually leading the function.
• Own privacy, security, and compliance obligations for your accounts.

Requirements & Tech Stack

• Clinical Credibility: MUST HAVE CLINICAL EXPERIENCE AS A REGISTERED NURSE (RN), ONCOLOGY NURSE NAVIGATOR, CLINICAL EDUCATOR, OR EQUIVALENT.
• Hunger and Ownership: Demonstrable track record of chasing and owning outcomes.
• High Autonomy: Experience building or running initiatives in ambiguous environments without a predefined playbook.
• Product Aptitude: Ability to master and credibly demonstrate clinical software products.
• Startup Ready: Comfortable with speed, ambiguity, and a hands-on approach.
• Authorization to Work: Must be authorized to work in the United States without employer sponsorship.
• Location: 100% Remote, must live in the Eastern time zone.
• Travel: Required 1-2 times per month; living close to an airport is a must. Preferred locations include Florida, North Carolina, Ohio, Massachusetts, New Jersey, or New York.

Qualifications (Strong Plus - will coach these)

• 3+ years in Customer Success, Account Management, or a comparable role, ideally in health-tech SaaS.
• Direct expansion, upsell, cross-sell, renewal, or net-revenue-retention ownership.
• Experience with usage-based or value-based pricing and expansion tied to a usage metric.
• Founding / 0-to-1 experience, and/or experience leading or setting standards for a team.