We are seeking a Customer Success Manager to manage a portfolio of 10–15 B2B software customers. You will own the customer relationship after implementation, ensuring accounts remain successful, issues are resolved, and customers receive the right level of support.
Responsibilities
- Serve as the primary contact for assigned customers.
- Build strong relationships with business, operations, and technical stakeholders.
- Manage customer escalations from initial report through resolution.
- Monitor account health and identify potential issues early.
- Conduct regular customer meetings and business reviews.
- Translate customer feedback and requests into clear requirements.
- Prioritize customer requests and manage expectations.
- Collaborate with Implementation, Support, Business Analysts, and Engineering teams.
- Maintain accurate account information and track customer needs.
Requirements
- 3+ years of experience in Customer Success, Account Management, or a similar B2B software role.
- Strong communication and relationship-management skills.
- Comfortable explaining technical concepts to both technical and non-technical audiences.
- Ability to manage multiple accounts and competing priorities.
- Calm and professional when handling customer escalations.
- Strong judgment and willingness to set realistic expectations.
Nice to Have
- Experience with healthcare software, EMR, LIS, RCM, or clinical laboratories.
- Familiarity with HL7, ASTM, FHIR, or system/instrument integrations.