Customer Success Manager

Own customer health on a portfolio of small and mid-market practices. Drive retention, expansion, and the next case study we publish.

You will own customer success across a portfolio of 25–35 small and mid-market customer accounts. Outcomes are measured in net retention, expansion ARR, and the case studies that come out of accounts you ran particularly well.

• Run quarterly business reviews on every account in your portfolio.
• Identify and lead expansion conversations: additional providers, locations, modules.
• Coordinate with the account lead and operations team on every escalation.
• Author case studies on the standout customer outcomes.

• 3+ years in customer success at a B2B SaaS or healthcare-services company.
• Comfort talking healthcare RCM at the level a billing manager will respect.
• Demonstrable track record on retention and expansion metrics.

• Prior in-house healthcare experience.
• Comfort co-authoring marketing content with the customer.

Mornings tend to be customer calls and Q  prep. Afternoons drift to internal coordination, expansion conversations, and the case-study work that you partner with marketing on.