Customer Success Manager (Healthtech)

TL;DR

Customer Success Manager (Healthtech): Managing day-to-day relationships with Mid-market and SMB partners to drive adoption of mental health services with an accent on the full customer lifecycle, from onboarding to renewal. Focus on driving Net CACV Retention, delivering data-driven business reviews to senior HR executives, and optimizing member utilization.

Location: Remote (Must be based in the US)

Salary: $86,000 - $98,000

Company

A mental healthcare company providing clinically validated precision care to over 10 million people across 450+ corporate partners, including Fortune 500 companies.

What you will do

• Act as the primary account owner and product expert for Mid-market and SMB customers.
• Manage the full customer lifecycle, including onboarding, value realization, engagement, expansion, and renewal.
• Drive product adoption and member utilization by implementing best practices and change management methodologies.
• Prepare and present data-based business reviews to senior HR executives and business leaders.
• Collaborate across departments to relay essential customer feedback and elevate the patient experience.
• Support the sales team during finalist calls and provide customer references as needed.

Requirements

• 3+ years of experience in account management, customer success, implementation, or healthcare management.
• Proven experience in upselling and retaining customers to drive additional revenue.
• Experience with SaaS-based solutions and owning contract renewal cycles.
• Proficiency in using CRM systems and data visualization techniques to present findings.
• Deep passion for transforming the U.S. healthcare system, specifically mental health.
• Willingness and ability to travel approximately 15%.

Culture & Benefits

• Comprehensive Health, Dental, and Vision insurance starting on the first day.
• Employer-sponsored 401(k) match up to 2% and HSA/FSA plans with company contributions.
• Generous parental leave (18 weeks for birthing, 16 weeks for non-birthing parents) after 6 months of tenure.
• Complimentary access to a network of therapists, coaches, and medication management providers.
• Wellness and family perks including Noom, Wellhub, Carrot fertility care, and BrightHorizons childcare.
• Annual professional development reimbursement up to $1,000.