Customer Success Manager

We're So Glad You're Here!

At D2C, we're passionate about creating exceptional experiences, for our customers and our team. We're looking for a Customer Success Manager who loves building relationships, solving problems, and helping customers get the most out of the products they use.

This is a role for someone who enjoys wearing multiple hats, thrives in a fast-paced environment, and takes initiative. If you're energized by helping customers achieve meaningful outcomes while partnering cross-functionally to deliver an exceptional experience, we'd love to meet you.

• Manage a portfolio of customer accounts from implementation through renewal.
• Serve as the primary point of contact for customer questions, requests, and ongoing account management.
• Build trusted relationships with key stakeholders and become a strategic partner to your customers.
• Lead onboarding, implementation, product training, and adoption efforts to ensure long-term success.
• Conduct regular customer check-ins, business reviews, and strategic planning conversations.
• Monitor customer health, engagement, and product utilization to proactively identify opportunities and risks.
• Develop success plans for at-risk customers and collaborate internally to improve outcomes.

• Manage the end-to-end renewal process, including timelines, quotes, and customer communication.
• Partner with Sales and leadership on complex renewal conversations and negotiations.

• Troubleshoot customer questions and coordinate with internal teams to drive timely resolutions.
• Partner with Product, Support, Clinical, and other teams to advocate for customer needs.
• Own customer communication throughout escalations until issues are resolved.

• Successfully manage multiple customer accounts with varying levels of complexity.
• Prioritize competing demands while maintaining responsiveness and organization.
• Identify opportunities to improve internal processes and the overall customer experience.

• Bilingual preferred
• Bachelor's degree or equivalent professional experience.
• 3+ years of experience in Customer Success, Account Management, Client Services, Customer Experience, or another customer-facing role.
• Experience managing multiple customer accounts simultaneously.
• Experience working within a CRM (Hub Spot experience is a plus).
• Excellent verbal and written communication skills.
• Comfortable leading customer meetings, presentations, and training sessions.
• Strong problem-solving, organizational, and prioritization skills.
• Comfortable learning new technology and troubleshooting customer issues.

• A relationship builder who earns trust quickly.
• Highly organized and able to juggle multiple priorities.
• Proactive—you identify problems before they become issues.
• A collaborative teammate who enjoys working across departments.
• Curious, coachable, and committed to continuous improvement.
• Comfortable using customer data and insights to guide decisions.
• Someone who takes ownership and follows through.

• Hub Spot
• Microsoft Suite
• Notion
• MyClinic Healthcare Backoffice

• Build trusted, long-term customer relationships.
• Drive successful onboarding and product adoption.
• Maintain a healthy, engaged customer portfolio.
• Consistently achieve strong customer retention and renewal outcomes.
• Balance multiple priorities while delivering an exceptional customer experience.
• Collaborate effectively across teams.
• Take ownership and continuously look for ways to improve.

• Competitive salary
• Hybrid work schedule with in-office collaboration every Tuesday and Thursday in our beautiful Scottsdale office
• Remote Summers— we go fully remote from June through September
• Comprehensive health, dental, and vision insurance
• Opportunity to make a meaningful impact at a growing, customer-focused company
• Collaborative, supportive team that values ownership, initiative, and continuous learning
• Career growth opportunities as we continue to scale

If you're passionate about helping customers succeed and want to join a team where your work truly makes an impact, we'd love to hear from you.