Customer Success Manager

Grand Rapids, MI - Remote (any location)

Ava Sure is revolutionizing healthcare with cutting-edge virtual care solutions that protect patients and empower clinical teams. We’re proud of our collaborative culture where innovation thrives and every team member is valued. Want to be part of something meaningful?
Apply today and help us shape the future of healthcare!

The Customer Success Manager is responsible for driving customer retention, account growth, and value realization across a portfolio of mid- to high complexity accounts. This role plays a critical part in advancing customer relationships toward greater maturity by identifying opportunities for expansion and preparing accounts for scalable success. Through proactive engagement, strategic guidance, and strong relationship management, the CSM ensures customers are positioned to achieve their business goals while supporting long–term partnership growth.

• Own customer outcomes across a portfolio of accounts.
• Lead strategic planning sessions and business reviews.
• Lead customer onboarding, adoption, and engagement milestones.
• Build strong relationships across operational and managerial levels.
• Track adoption and performance metrics to identify risks and opportunities.
• Partner across functions to resolve issues and surface enhancements.
• Support growth by identifying upsell or expansion potential.
• Deliver on performance targets tied to retention, expansion, and CSAT and NPS.
• Strategic Customer Engagement and Relationship Management
• Retention and Value Realization
• Business Outcome Framing and ROI Communication
• Escalation Management and Resolution
• CRM Tools and CS Technology Platforms (e.g., Dynamics, Gainsight, Salesforce or similar)
• Strong communication and presentation skills
• Problem-solving and solution-oriented mindset
• Ability to manage multiple priorities in a dynamic environment
• Customer empathy and a proactive approach to value delivery

• None

• Bachelor’s degree or equivalent professional experience
• 4–6 years in customer success, account management, or a related role preferably within healthcare SaaS/technology
• Demonstrated ability to manage moderate-to-complex accounts and deliver measurable results

• Must be able to sit for much of the workday with periodic walking and/or standing.
• Must be able to work in an office environment or remotely within standard business hours.
• This role requires approximately 30% travel.
• Base Salary Range: $76,000 - $92,000 per year
• Bonus Eligibility: Yes, bonus eligible for non-sales roles.
• Benefits Offered:
  • Ava Sure sponsored Medical, Dental & Vision
  • Safe Harbor 401K with Employer Matching up to 4%
  • HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
  • Flexible Time Off Plan & Paid Holidays
  • Parental Leave
  • Generous Tuition & Continuing Education Reimbursement available
  • Employee Referral Bonus

Exempt

Full-time

United States | Remote

As the pioneer and expert in inpatient telehealth, Ava Sure has provided safer environments with over 2 million patients monitored and 200 million monitored hours. By continuing to reduce adverse events, and by optimizing workforce efficiencies for the nation's top health systems, Ava Sure has consistently lowered the cost of care while providing safer, more efficient healthcare for everyone.

Diversity creates a healthier work environment:
Ava Sure is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.