Customer Success Manager

Teton is building the foundational data layer for the point of care, using real-time, multimodal AI to generate a digital twin of the patient and care environment. Our proprietary computer-vision system enables staff to automate documentation, proactively manage resident acuity, and streamline workflows across entire facilities. Our platform delivers unprecedented access to real-time data insights, empowering healthcare providers with actionable intelligence to enhance decision-making and elevate care delivery.

In senior living, Teton helps care teams spot fall risk before it becomes a fall, and alerts staff immediately when a fall does occur.

As a Teton Customer Success Manager, you'll own the results at a book of senior living communities: fewer falls, faster response, care levels and care revenue that match residents' needs, and care teams that trust and use Teton every day. Our customers don't buy features. They buy outcomes. You'll make sure they get them.

Great technology is only part of the story. Outcomes happen when care teams understand Teton, act on what it shows them, and follow through. From community kickoff through long-term adoption, you'll turn Teton's insights into real change on the floor, and make sure every community can see the impact in its own data.

This is a hands-on, high-ownership role. The role reports to the Director of Customer Success, US.

Outcomes at every community in your book

• Own falls, response times, care assessments and adoption at your communities, and act on what Teton shows you.

• Investigate falls, spot patterns, and make sure the people who lead care know what needs to change and follow through.

• Make sure every client review shows clear impact in the customer's own data.

Adoption and change with care teams

• Run community kickoffs, staff and family sessions, and training that builds confidence from day one.

• Help care teams build Teton into daily routines, care plans and shift huddles, so adoption lasts.

Customer health

• Catch risk early, act on it, and escape with a plan when needed.

• Keep account health and activity current in Hub Spot.

Insight-led customer relationships

• Build trusted relationships with Executive Directors, Directors of Nursing and care staff, and with operator leadership alongside Account Management.

• Show customers something about their residents and their business they didn't know, take a position, and agree on clear next steps.

The voice of the customer

• Bring client feedback to Product, and share what you learn so the whole team gets better.

• Account Management: they own the operator relationship, renewals and expansion. You own outcomes and health at each community, and share the signals they need.

• Clinical Solutions Lead: brings clinical expertise. You bring them in when a community needs clinical depth.

• Deployment: they bring communities live. You take over at go-live with a clean handoff.

• Support and Product: you partner on escalations and channel what customers need.

Targets are set with your manager and reviewed quarterly.

• Customer outcomes: measurable results at every community in your book.

• Customer health: a healthy, engaged book of communities.

• Adoption: care teams using Teton every day.

• Customer experience: customers who find Teton easy to work with and trust us as a partner.

Required

• Customer Success or comparable post-sale experience, managing a book of customers with measurable adoption and retention results.

• Strong data fluency: you interpret usage and outcome data and tie it to what customers care about.

• Confident with senior stakeholders and frontline staff alike.

• Excellent written and verbal communication: concise, structured and customer-ready.

• Experience in a startup or scale-up, and comfort with pace and change.

Preferred

• Experience in senior living, post-acute or long-term care, or with other healthcare providers.

• Experience driving change management with frontline teams.

• Familiarity with Hub Spot, Notion, and modern Customer Success tools.

• Radical ownership: when an outcome doesn't happen at one of your communities, you ask what you could have done differently.

• Outcome-driven: you measure success by what changes for residents and staff, not by meetings held.

• Product-curious: you know Teton deeply and use it to tell customers something new.

• A direct, transparent…