Customer Success Representative

About Us Activated Insights, a Software-as-a-Service (“SaaS”) leader in long-term and post-acute care, is seeking a Customer Success Manager to support our growing Customer Success organization.

Founded in 2008, Activated Insights serves North America’s fastest-growing labor market—long-term and post-acute senior care. With over 250 team members and 7,000+ customers across 23,000+ sites of care, our solutions focus on employee engagement, ongoing education, patient satisfaction, and reputation management.

Why Is This Role So Special?

The Customer Success Representative plays a critical role in leading and supporting our CSR and CSM teams to deliver consistent, high-quality customer experience. This role focuses on coaching team members, improving customer health and retention outcomes, and ensuring strong execution across the customer lifecycle.

This position is ideal for someone who thrives in a leadership role, enjoys developing others, and is passionate about driving customer success through data, strategy, and collaboration.

Key Responsibilities
• Manage a portfolio of assigned customer accounts, serving as the primary point of contact.
• Proactively foster customer success through engagement, training, and relationship-building.
• Conduct customer check-ins and provide webinars or individual training to support adoption.
• Monitor customer health scores and Net Promoter Scores, ensuring timely follow-up.
• Meet and exceed expansion and retention goals by aligning solutions with customer needs.
• Accurately document all engagement activities in CRM (Salesforce).
• Drive continuous product adoption and identify opportunities for account growth.
• Partner with internal teams (Product, Implementation, Sales, Marketing) to ensure a seamless customer experience.

Skills & Competencies
• Excellent written and verbal communication skills.
• Strong interpersonal, relationship-building, and facilitation abilities.
• High emotional intelligence and strong conflict-resolution skills.
• Analytical and detail-oriented with the ability to leverage data for insights.
• Excellent time management and organizational skills.
• Customer-first mindset with a passion for helping clients succeed.

Qualifications
• High school diploma or equivalent (bachelor’s degree preferred).
• 2+ years of professional experience in B2B communications, customer success, or account management.
• Experience working with SaaS or healthcare clients preferred.
• Proficiency with CRM tools (Salesforce preferred) and Microsoft Office Suite.
• Proven ability to manage multiple projects and priorities effectively.

Location:

Idaho Falls, ID

Physical Requirements:

Prolonged periods of sitting and working on a computer

Frequent video meetings where camera use is required

Schedule:

Full-time, 40 hours per week Standard business hours with flexibility for cross-time zone collaboration
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