Customer Success Manager; East Region

Position: Customer Success Manager (East Region)

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!

Position Summary

The Customer Success Manager supports a defined customer portfolio through foundational success activities such as onboarding, retention support, value realization. This role emphasizes efficiency and consistency, leveraging standardized success plans, digital engagement strategies, and scalable processes. The role is instrumental in ensuring positive customer outcomes while strengthening engagement and adoption across assigned accounts.

Responsibilities

• Serve as the primary point of contact for assigned customers.
• Execute success plans using automated and repeatable processes.
• Support customer onboarding, adoption, and engagement milestones.
• Monitor key success metrics and proactively surface issues.
• Provide customers with regular reporting and actionable insights to support value realization.
• Identify advocacy opportunities (e.g., case studies, references).
• Collaborate cross-functionally to resolve customer challenges.
• Contribute to key performance targets including retention, timely onboarding, and improvements in CSAT and NPS.

Competencies

• Customer Relationship Management
• Success Planning and Onboarding
• Escalation Management and Issue Triage
• CRM and CS Tools (e.g., Dynamics, Salesforce, Gainsight or similar)
• Business Communication
• Organization and Multitasking
• Effective communication and interpersonal skills
• Strong organizational skills and attention to detail
• Problem-solving mindset with a customer-first approach
• Ability to manage multiple accounts and priorities efficiently

Supervisory Requirements

• None

Education & Experience

• Bachelor’s degree or equivalent professional experience
• 2–4 years in customer-facing roles, preferably within SaaS or technology environments, is required.
• Demonstrated ability to manage customer relationships and deliver results.

Physical Demands & Working Environment

• 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.
• This role requires approximately 15% travel with the US related to attending company or industry events

Compensation & Benefits

Base Salary Range: $69,000 - $73,000 per year

Bonus/Commission 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

FLSA Classification

Exempt

Position Type

Full-time

Location

United States
- East Regions | Remote

Why Ava Sure?

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

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.

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