Customer Success Manager

About Hexmodal

Hexmodal builds smart devices and a simple software platform that help facilities teams automate routine compliance testing, monitoring, and documentation. Our technology helps teams spend less time on manual rounds and more time on the maintenance work that keeps buildings operating safely. Today, Hexmodal supports more than 180 health systems across 48 states.

Hexmodal helps Healthcare Facilities Managers automate their compliance busywork. Our 150,000+ Smart Emergency Lights, Room Pressure Monitors, Fridge Monitors and Fire Extinguisher Monitors save our customers hundreds of thousands of labor hours a year and keep 3,000+ facilities safe and compliant across 48 states.

We are looking for Customer Success Managers to own Hexmodal's relationship with our clients after the sale. Your mission is to make sure every client in your book is getting value from Hexmodal and is happy with us.

You are the client's main point of contact from the purchase order onward, through implementation, adoption, renewal and every expansion project after that. You run the kickoff and set the success plan, configure the platform, train the client's users by go-live and work alongside the Project Manager for the whole project. After go-live you own the Customer Health Score (delivery, installation, compliance and customer satisfaction) for every account in your book.

This role does not carry a sales quota.

Here are some ways you'll make an impact (also Outcomes of the role)

• Own the client relationship from the PO. You are the client's main point of contact through implementation, adoption, renewal and every expansion project that follows.

• Run Monthly Business Reviews (MBRs). Use compliance, device health, adoption and other relevant data to show clients how they are performing, identify issues and agree on next steps.

• Set up the customer platform. Configure user permissions, policies, alerting plans and device groups so the dashboard matches how the client actually runs their facilities.

• Train customer users by go-live, then keep training. Clients should have the knowledge and confidence to run day-to-day without calling us. Follow up with refresher sessions, best-practice guides and workflow recommendations, and close knowledge gaps with targeted sessions.

• Stay engaged throughout implementation. Work with the Project Manager on every project and communicate changes, delays and issues so nothing about the deployment surprises the client.

• Manage installations for clients that did not buy Setup Services. Coordinate the client's in-house team or contractor, keep the install on its timeline and confirm the devices are online.

• Own the Customer Health Score for every account in your book across delivery, installation, compliance and customer satisfaction. You are accountable for where the score is going, not just for reporting it.

• Own inbound support for your accounts. Respond to tickets within the organization's SLA, resolve what you can and elevate Tier 3 issues to Engineering.

• Troubleshoot after installation. Help clients diagnose devices and manage replacements, including RMAs.

• Manage renewals. You will own the renewal process for the clients in your book.

• Grow the relationship. Spot expansion opportunities (more devices, more buildings or facilities, introductions to peers), qualify them and bring in the account's AE to close.

• Bring the client's voice into Hexmodal. Pass customer insights to Product and Software to shape roadmap decisions.

• Contribute to the knowledge base and continuous improvement. Write documentation that helps the team learn faster, manage clients better and improve Hexmodal's products, processes and solutions based on what clients need.

• Travel to client sites and conferences from time to time, and cover after-hours and weekend support on your scheduled on-call shifts.

Measured on: Customer Health Score across your book (delivery, installation, compliance, CSAT), renewal retention from 2027, support tickets resolved within SLA, dashboard training complete by go-live, and M  cadence.

• 2–5+ years in Customer Success, account management or client services, preferably in SaaS, healthcare or another regulated, compliance-driven environment

• Experience owning a book of accounts (around 50) and being measured on retention, health, adoption or satisfaction, not just on activity

• A track record of building trusted relationships with enterprise healthcare…