Customer Success Manager

Location: Remote (EST time zone)

Position Overview:

The Customer Success Manager (CSM) is responsible for managing a Book of Business while driving retention, customer satisfaction, and internal team collaboration. This role serves as a trusted advisor to clinics and providers, helping them achieve their desired business outcomes while identifying opportunities for growth and expansion. The CSM has a highly collaborative working relationship with Sales Reps who are driving new business as well as promoting growth within existing partnerships.

Key Responsibilities:

• Provider Relationship Management
  • Manage a Book of assigned clinics and / or health systems
  • Develop and maintain strong relationships with key clinic contacts
  • Conduct regular strategy meetings and/ or business reviews
  • Serve as a primary contact for provider inquiries and escalations
• Clinic Retention and Growth
  • Drive provider engagement with consistent education, ongoing support, and site-specific data insights to help identify prescribing trends
  • Collaborate with providers to identify opportunities for improved medication management and access to individualized care
  • Identify expansion opportunities and partner with Sales Reps on upsells/cross-sells
• Operational Excellence
  • Consistently document provider interactions and success plans in CRM (HubSpot)
  • Maintain accurate clinic records within CRM (HubSpot)
  • Successfully collaborate cross functionally with Sales, Ops, and Clinical Teams

Required Qualifications:

• 1-2 years of Sales, Client Services, Account Management, or related experience
• Strong communication and relationship building skills
• Ability to manage multiple priorities and accounts simultaneously
• Experience with CRM and project management platforms including Google Workspace
• Ability to travel up to 10% for team and org events

Work Environment:

This position is primarily based in a remote work environment. The role requires regular periods of sitting, standing, and computer use, with occasional lifting as needed. Reasonable accommodations may be made for individuals with disabilities.