Customer Success Manager

Boston Area

Holistic Hospital Optimization (H2O) is a startup that provides a holistic AI and optimization software platform that enhances healthcare delivery by addressing operational constraints that health systems face every day. From the beginning, our goal has been simple: to use the most advanced AI, machine learning, and optimization to give health systems tools that improve patient care and access, hospital operations, and financial performance.

Our team is made up of world-class data scientists, PhD-level researchers, and leading clinical professionals. As we work to transform healthcare, we are helping hospitals strengthen care quality and operational efficiency, protect clinical resources, reduce costs, and support healthier communities.

The Customer Success Manager plays a key role in H2O’s growth and development by ensuring clients achieve maximum value from our products. Acting as a trusted advisor and primary point of contact, you will develop a deep understanding of each customer’s objectives, challenges, and workflows to help them succeed on our platform.

This role combines client engagement with hands-on analytics. You will serve as the primary point of contact for clients, maintaining ongoing communication, strengthening relationships, and identifying opportunities to deepen the value they gain from our solutions. You will clean, process, and interpret data sets to generate insights that guide both client decision-making and internal strategy. You will contribute to multiple projects simultaneously, often early in their lifecycle, translating client data into clear, actionable recommendations for internal teams.

Energy, initiative, and a collaborative mindset will help you thrive here.

• Serve as the primary point of contact and build strong, strategic relationships with clients.
• Lead customer onboarding and provide ongoing training to ensure successful adoption and usage.
• Monitor customer health, usage patterns, and satisfaction metrics to proactively identify risks and opportunities.
• Conduct regular check-ins to ensure clients continue to gain value from the platform.
• Drive account growth through cross-sell and upsell opportunities.
• Proactively identify, communicate, and resolve customer issues.
• Contribute to the development of customer success playbooks, processes, and resources.
• Oversee renewal cycles by tracking contract timelines and coordinating with internal teams to ensure a smooth process.

• Minimum of 3 years’ experience in SaaS platforms or project leadership, consulting, or designing and developing technology solutions.
• Bachelor’s degree in business administration, marketing, statistics, data analytics, or a related field.
• Demonstrated ability to manage multiple clients and projects under tight deadlines.
• Proven success cross-selling and upselling within existing accounts.
• Experience working with data sets, including cleaning, manipulating, and visualizing data across analytics platforms.
• Proficiency in Python or Excel for data analytics.
• Strong analytical problem-solving skills with ability to translate data into clear insights.
• Excellent verbal and written communication skills, including the ability to produce comprehensive reports and present findings to internal and external stakeholders.
• Strong attention to detail and ability to work effectively across teams.
• Customer-focused and team-oriented, with a strong interest in analytics and innovation.
• Ability to travel up to 20%.

• Master’s degree in business administration, marketing, statistics, data analytics, or a related field.
• Experience in SaaS, technology, or B2B environments.
• Familiarity with customer success methodologies and best practices.
• Experience managing enterprise-level accounts.
• Proficiency with high-level modeling languages such as Python.
• Strong programming skills.
• Experience in the healthcare industry.

Everyone at H2O has a voice. We offer competitive pay, comprehensive health insurance, 401(k), and flexible work schedules. We are a young, customer-centric team that truly believes in our mission. Although we work hard, we have fun! We have office trivia, team hangouts, happy hours, and much more! While we continue to grow, we believe that maintaining our fun, close-knit culture is key to our continued success.