Customer Success Manager

Direct Recruiters Inc.; Palo Alto (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

A health-tech company is seeking a Customer Success Manager to enhance client relationships and drive product adoption. The ideal candidate will have 3-4 years of experience in SaaS or EMR, strong healthcare knowledge, and excellent communication skills. This role offers a competitive salary, equity participation, and flexible remote work options.

Benefits

Participation in employee equity program

Remote work with flexible hours

Monthly team dinners

Generous holidays and PTO

Health, Vision, and Dental insurance options

401K and Worker’s Compensation

Qualifications

• 3-4 years of Customer Success experience in SaaS or EMR.
• Proven ability to manage multiple teams and customer lifecycle stages.
• Experience onboarding users and conducting executive reviews.

Responsibilities

• Partner with customers to drive adoption and ensure success.
• Build strong relationships with end-users and executive buyers.
• Collaborate with internal teams to identify growth opportunities.

Skills

Customer Success

Healthcare domain knowledge

Task and time management

Analytical mindset

Communication skills

Tools

HubSpot

Intercom

Jira

Job description

Client Summary:

• Health-tech company focused on transforming clinical workflows.
• Integrates digital solutions into existing EMR systems.
• Enhances care coordination between physician teams and post-acute care providers.
• Eliminates outdated communication methods like faxes and phone calls.
• Streamlines medical order management and clinical collaboration.
• Improves patient outcomes through more efficient workflows.

Position Responsibilities:

• Partner with a portfolio of customers to understand their goals and identify the tactics, strategies, and best practices needed to achieve them and drive adoption.
• Lead full life-cycle customer and user management to ensure success of accounts, with a target of no churn and high net promoter scores by driving a high ROI for the customer.
• Build strong relationships with end-users and executive buyers, across levels and functions, with particular focus on clinic managers and executive administrators.
• Develop an extensive working knowledge of products, structures, and workflows to facilitate customer onboardings and first-line customer support.
• Collaborate cross-functionally with internal teams to identify growth and expansion opportunities, as well as vigilantly monitor and manage any potential account risks.
• Effectively escalate customer or product issues that may arise to internal stakeholders to get the appropriate support needed for resolution.
• Work collaboratively across teams to represent customer feature requests and ensure accurate delivery of new features.
• Maintain customer data (contacts, account health, significant events, etc.) in the company's CRM and CS tools.

Experience & Skills:

Required Experience and Qualifications:

• 3-4 years of Customer Success experience, preferably in SaaS, EMR, or other software companies managing SMB/B2B accounts.
• Strong healthcare domain knowledge, ideally supporting hospital systems or provider organizations, with experience in:
• Acute EMR implementations (e.g., Epic, Cerner)
• Startup SaaS products integrated with health systems
• Proven ability to manage multiple teams and customer lifecycle stages with excellent task and time management skills.
• Experience onboarding users, conducting executive reviews, and creating strategic content for stakeholders.
• Skilled in collaborating with Sales, Product, Marketing, and Support teams to advocate for customer needs.
• Excellent communication skills and ability to foster strong customer relationships.
• Analytical mindset for troubleshooting, process improvement, and customer success operations.
• Experience with tools like HubSpot, Intercom, and Jira is a plus; remote work preferred in Pacific or Mountain time zones.

Compensation & Benefits:

• $110k-$150k salary
• Participation in employee equity program
• Remote work with flexible hours
• Monthly team dinners (local office) and company offsites
• Generous holidays and PTO
• Health, Vision, and Dental insurance options
• 401K and Worker’s Compensation