Customer Success Manager

AvaSure Inc.; Remote; USD 76,000 - 92,000; Full time

Job summary

A healthcare technology company is seeking a Customer Success Manager to enhance customer retention and account growth. This role involves strategic planning, managing customer relationships, and ensuring value realization across accounts. Applicants should have a Bachelor's degree and 4-6 years of relevant experience, ideally in healthcare SaaS. The position is full-time and remote, offering a competitive salary range of $76,000 to $92,000 annually, along with comprehensive benefits.

Benefits

Medical, Dental & Vision insurance

401K with Employer Matching

Flexible Time Off

Tuition Reimbursement

Employee Referral Bonus

Qualifications

• 4-6 years in customer success or account management, preferably in healthcare SaaS.
• Demonstrated ability to manage moderate-to-complex accounts.
• Experience delivering measurable results.

Responsibilities

• Drive customer retention and account growth.
• Lead strategic planning sessions and business reviews.
• Identify upsell or expansion potential.
• Track adoption and performance metrics.
• Manage customer onboarding and engagement.

Skills

Customer empathy

Strong communication

Problem-solving mindset

Relationship management

Ability to manage multiple priorities

Education

Bachelor's degree or equivalent

Tools

CRM Tools (e.g., Salesforce)

Dynamics

Gainsight

Job description

Grand Rapids, MI - Remote (any location)

AvaSure is revolutionizing healthcare with cutting-edge virtual care solutions that protect patients and empower clinical teams. We’re proud of our collaborative culture where innovation thrives and every team member is valued. Want to be part of something meaningful? Apply today and help us shape the future of healthcare!

Position Summary

The Customer Success Manager is responsible for driving customer retention, account growth, and value realization across a portfolio of mid- to high complexity accounts. This role plays a critical part in advancing customer relationships toward greater maturity by identifying opportunities for expansion and preparing accounts for scalable success. Through proactive engagement, strategic guidance, and strong relationship management, the CSM ensures customers are positioned to achieve their business goals while supporting long–term partnership growth.

Responsibilities

• Own customer outcomes across a portfolio of accounts.
• Lead strategic planning sessions and business reviews.
• Lead customer onboarding, adoption, and engagement milestones.
• Build strong relationships across operational and managerial levels.
• Track adoption and performance metrics to identify risks and opportunities.
• Partner across functions to resolve issues and surface enhancements.
• Support growth by identifying upsell or expansion potential.
• Deliver on performance targets tied to retention, expansion, and CSAT and NPS.
• Strategic Customer Engagement and Relationship Management
• Retention and Value Realization
• Business Outcome Framing and ROI Communication
• Escalation Management and Resolution
• CRM Tools and CS Technology Platforms (e.g., Dynamics, Gainsight, Salesforce or similar)
• Strong communication and presentation skills
• Problem-solving and solution-oriented mindset
• Ability to manage multiple priorities in a dynamic environment
• Customer empathy and a proactive approach to value delivery

Supervisory Requirements

• None

Education & Experience

• Bachelor’s degree or equivalent professional experience
• 4–6 years in customer success, account management, or a related role preferably within healthcare SaaS/technology
• Demonstrated ability to manage moderate-to-complex accounts and deliver measurable results

Physical Demands & Working Environment

• Must be able to sit for much of the workday with periodic walking and/or standing.
• Must be able to work in an office environment or remotely within standard business hours.
• This role requires approximately 30% travel.
• Base Salary Range: $76,000 - $92,000 per year
• Bonus Eligibility: Yes, bonus eligible for non-sales roles.
• Benefits Offered:
  • AvaSure sponsored Medical, Dental & Vision
  • Safe Harbor 401K with Employer Matching up to 4%
  • HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
  • Flexible Time Off Plan & Paid Holidays
  • Parental Leave
  • Generous Tuition & Continuing Education Reimbursement available
  • Employee Referral Bonus

FLSA Classification

Exempt

Position Type

Full-time

Location

United States | Remote

Why AvaSure?

As the pioneer and expert in inpatient telehealth, AvaSure has provided safer environments with over 2 million patients monitored and 200 million monitored hours. By continuing to reduce adverse events, and by optimizing workforce efficiencies for the nation's top health systems, AvaSure has consistently lowered the cost of care while providing safer, more efficient healthcare for everyone.

Diversity creates a healthier work environment: AvaSure is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.