Customer Success Manager

We are seeking a proactive Customer Success Manager to partner with clients, understand their goals, and deliver implementation training that drives product adoption. The ideal candidate combines strategic thinking with a strong clinical background in PT or healthcare, excels at solving client challenges, and can foster growth through exceptional communication and cross-team collaboration. You'll help clients achieve meaningful, measurable outcomes while identifying opportunities for expansion.

Responsibilities:

• Expansion and Retention Management: Own the growth and retention of assigned accounts by proactively identifying expansion opportunities, driving adoption across additional users, locations, or service lines, and mitigating churn risk. Monitor account health, engagement, and satisfaction to identify at-risk clients early and develop strategic plans to retain and grow each partnership.
• Onboarding, Training and Enablement: Onboard new clients, conduct virtual and in-person training sessions, and create customized success plans tailored to each client's unique needs to help them achieve their goals.
• Client Relationship Management: Serve as the primary point of contact for assigned clients, proactively communicating to ensure alignment on goals. Build and maintain strong client relationships through recurring meetings, regular satisfaction assessments, and identification of opportunities for growth.
• Proactive Communication and Issue Resolution: Partner closely with Sales, Support, and Product teams to address client needs and resolve issues before they escalate. Monitor client engagement and usage to identify obstacles, alert internal teams, and propose solutions where needed.
• Advocacy and Product Alignment: Act as a client advocate within the organization, providing feedback to inform product development and advocating for client needs.
• Data-Driven Tracking and Reporting: Track key metrics and KPIs related to client success, satisfaction, engagement, retention, and expansion. Create and share reports that provide clients and internal teams with clear progress updates and actionable insights.
• Organization-Wide Adoption: Develop and execute strategies to drive broad, sustainable adoption across client organizations.
• Process Excellence: Follow the CSM playbook while actively identifying opportunities to improve processes, workflows, and the overall customer experience.

Compensation: The base salary range for this position is $85,000–$110,000, depending on experience and qualifications. In addition to base compensation, this role is eligible for performance-based bonuses and uncapped commission tied directly to expansion and growth within the CSM's book of business. This structure provides significant earning upside for individuals who successfully drive customer retention, adoption, and account expansion.

Requirements

• Requirements:
• Bachelor's degree in a relevant field - PT preferred.
• Previous experience in Customer Success, Account Management, or a related role (2+ years).
• Knowledge of the healthcare industry and/or software as a service (SaaS) preferred.