Customer Success Manager

About the role

You are an indispensable component of Clipboard's marketplace, ensuring the continued success of the partnership between Clipboard and its facility partners. In this role, you will work to deliver an optimal experience at every level of clients' organizations while liaising with corporate level contacts and keeping abreast of a litany of important business metrics. Your week will be balanced between high-touch customer engagement and internal account strategy, with a laser focus on Net Revenue Retention (NRR). You are an avid problem-solver, a strategic communicator, and a diligent executor who can navigate complex relationships to sharpen your business acumen and drive commercial expansion. This position demands extreme ownership where the buck stops with you, regardless of what anyone else did or did not do.

Key facts

What you'll do

• Manage & Grow Your Portfolio: Own a book of business with full accountability for Net Revenue Retention (NRR). Identify churn risks, mitigate issues, and proactively uncover opportunities for commercial expansion.
• Strategic Account Planning: Build and maintain detailed account plans. Forecast performance accurately and provide regular insights to internal leadership regarding pipeline health and account stability.
• Drive Executive Value: Establish trust with both clinical and non-clinical executives. Lead Quarterly Business Reviews (QBRs) and strategic meetings to demonstrate value, align on business goals, and negotiate mutually beneficial outcomes.
• Operational Excellence: Act as the primary point of contact for complex escalations, ensuring rapid resolution while implementing systemic solutions to prevent recurrence.
• Cross-Functional Advocacy: Partner with Product, Legal, and Strategy Operations to represent the voice of the customer, driving product improvements and internal initiatives that optimize the client experience.
• Monitor portfolio performance on a daily basis, using data to inform decisions and prioritize high-impact activities.
• Proactively identify at-risk accounts and deploy tailored interventions to stabilize relationships and protect revenue.
• Collaborate with internal stakeholders to resolve escalations swiftly, maintaining service levels and upholding Clipboard's reputation.
• Translate complex product capabilities into clear value propositions that resonate with executive stakeholders in long-term care, home health, and hospital environments.
• Document every interaction, decision, and outcome to maintain a clear audit trail and enable seamless handoffs.
• Contribute to the development of best practices and playbooks that elevate the standard of customer success across the organization.
• Support special projects that strengthen governance, compliance, and operational rigor.
• Coach stakeholders on optimal usage of platform features to maximize adoption and outcomes.
• Track and report on competitive dynamics, informing strategic adjustments to account plans.

Requirements

• Relationship management experience not required but strongly preferred.
• Excellent verbal and written communication skills.
• Willingness to try / lack of fear.
• Bachelor's Degree.
• You are comfortable operating in a fast-paced, rapidly evolving startup environment.
• You possess strong analytical skills and can synthesize complex information into actionable insights.
• You demonstrate extreme ownership and take full accountability for your results and the results of your portfolio.
• You are intensely curious, asking "why" multiple times to uncover root causes before proposing solutions.
• You exhibit scrappiness by seeking pathways through obstacles and bringing solutions rather than seeking direction.
• You thrive in a fast-paced setting, adapting quickly to shifting priorities and market dynamics.
• You are comfortable working fully remotely and managing your time effectively across asynchronous workflows.
• You have a proven ability to build trust with C-level and clinical executives in healthcare settings.
• You understand the importance of compliance and can uphold Clipboard's standards in all interactions.
• You are comfortable using data tools to monitor performance and drive decision-making.
• You have the resilience to manage multiple high-stake accounts simultaneously without compromising quality.

Practical notes

1. Case Study

2. Interview + Customer Call Simulation

1. Executive Interview

4. [Possible] Culture chat with CFO

• Why a case study first? Since this role is remote and requires a high degree of autonomy, the case study helps us understand how you operate in an asynchronous environment. Specifically, we're looking at how you interpret written context, navigate ambiguity, and identify opportunities independently. This ensures our first conversation is grounded in your actual work style rather than just a resume walkthrough.
• Do great work that matters for customers who could really use your help.
• Competitive pay
• Unlimited PTO
• Fully Remote
• The range provided is Clipboard's reasonable estimate of the salary for this role. The actual amount may differ based on factors such as experience, knowledge, skills, abilities, and location. This role may also be eligible for discretionary bonuses and/or equity compensation.

Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here https://forms.gle/SyGaxHFbon7Hg9fW6.

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