Customer Success Manager

About the role

You will own a focused book of business within the digital health segment, guiding accounts from first contact through full onboarding to renewal and expansion. You will run proactive quarterly business reviews that uncover expansion opportunities and identify churn risks before they escalate. You will act as the primary voice of the customer internally, translating usage data and feedback into actionable input for product and engineering. You will partner closely with sales to define and execute on upsell and cross-sell strategies that increase expansion revenue. You will maintain a deep comfort with technically complex products such as APIs, data integrations, and health data workflows. You will leverage your curiosity to learn how these systems work and explain their value to diverse stakeholders. You will explore how AI tools can streamline CS operations and support smarter, faster decision-making for the team.

Key facts

What you'll do

• Own a portfolio of 25-40 accounts across our digital health and mid-market segment, aligning your time and focus to their strategic value.
• Guide new customers through onboarding, ensuring they reach their first meaningful milestone quickly and with clear evidence of time-to-value.
• Conduct quarterly business reviews that are insightful and forward-looking, shifting conversations beyond status updates into strategic planning.
• Proactively surface upsell and cross-sell opportunities, collaborating with sales to build and execute plans that expand wallet share.
• Analyze usage data and engagement signals to build a clear pulse on account health and prioritize interventions for at-risk accounts.
• Serve as the internal advocate for customer patterns, translating feedback, frustrations, and emerging needs into product and engineering roadmaps.
• Help define what great customer success looks like for wearable and digital health customers, shaping playbooks and standards as the segment evolves.
• Evaluate and pilot AI tools that can make CS workflows faster and smarter, using allocated budget to test and scale effective solutions.
• Develop and maintain strong commercial relationships, holding conversations on pricing, value, and renewal terms with confidence and clarity.
• Track and report on core metrics such as renewal rate, expansion revenue, time-to-value, and customer satisfaction to drive continuous improvement.

Requirements

• You have 3-6 years of experience owning accounts end-to-end, managing between 20 and 50 accounts simultaneously.
• You are comfortable holding commercial conversations that include pricing, renewal discussions, and upsell opportunities without deferring to sales.
• You have a high-agency mindset, spotting problems, forming a view, and taking action on issues without being explicitly directed.
• You have a track record of going after initiatives in previous roles that were not explicitly part of your job description.
• You have worked with technical products such as APIs, developer tools, or data platforms and enjoyed learning how they work.
• You can read different stakeholders quickly and adapt your communication style, whether engaging with a technical founder or a head of operations.
• You have a method for learning complex systems and technologies quickly, even when you are not an expert initially.
• You are based in the EDT or EST timezone on the US East Coast and can align your working hours accordingly.

Nice to have

• Experience in digital health, wearables, or healthcare data platforms, and familiarity with the unique dynamics of these segments.
• Exposure to AI tools and a mindset for how they can enhance customer success workflows.
• A background in defining and operationalizing customer success playbooks for emerging product categories.

Practical notes

This role is full-time and remote, with the requirement to be available during US East Coast business hours. The successful candidate will work closely with a CS team of four managing approximately 40 accounts each, scaling into new segments and raising the bar on customer success practices.