Customer Success Manager

Iconic Care Support Services; Provo (UT); On-site; USD 50,000 - 150,000; Full time

Job summary

Iconic Care Support Services in Provo, Utah, seeks a Traveling Customer Success Manager to visit skilled nursing facilities, build strong relationships with Administrators and Directors of Nursing, and coordinate with clinical leaders. You’ll travel 3 metros, 2–3 weeks per month, ensuring appointments align with patient care goals.

The role emphasizes relationship-building over marketing, with detailed notes and a partner approach to care delivery.

Qualifications

• Willingness to travel to multiple metros regularly and 4 weekdays traveling weeks.
• Ability to build relationships with Administrators and Directors of Nursing.
• Strong organizational skills for CRM logging and note-taking.

Responsibilities

• Visit a set route of facilities across the assigned metro on a regular cadence.
• Build repeat relationships with front desk staff, Administrators, and DONs.
• Set up alignment calls with the Administrator and the DON.
• Log every visit and meeting in HubSpot; maintain a clean sales pipeline.
• Ensure smooth handoffs as facilities move forward with the clinical team.

Skills

Interpersonal skills

Travel readiness

Note-taking

CRM/logging

Tools

HubSpot

Job description

Customer Success Manager

Iconic Care Support Services Provo, Utah, United States

About this position

About IconicCare

IconicCare places an in-house physiatrist in skilled nursing facilities at no cost to the facility. Our providers are in the building 2–3 days a week, focused on pain management, function, and skin integrity. That means patients hit their discharge function goals, opioid use comes down, and falls and hospital readmissions drop.

We were founded by physiatrist Dr. Christian Morris, and we're growing quickly into new markets.

The role

This is a traveling customer relations role. You'll own and travel to 3 assigned metros. Full time employees will consistently travel 2-3 weeks out of the month. You'll visit skilled nursing facilities across each of your assigned metros, build relationships with Administrators and Directors of Nursing, and set up alignment calls with Dr. Morris and our Director of Revenue Operations. You don't need a clinical background, because Dr. Morris handles the clinical conversation on the call. Your job is building trust in the building and getting the right people on the calendar.

Because this is a traveling assignment, you'll be back in the same buildings every couple of months. Those who do best here keep very detailed facility notes.

If you're picturing struggling to get past the front desk and getting shown the door, this is the opposite. Facilities need what we have. In-house physiatry is in high demand and hard to find, and most buildings have been trying to get this kind of coverage for a long time. When you walk in, you're not selling something. You're a partner to our clinical team, helping facilities get the care their patients need.

When it's done right, staff don't see you as a marketer. They see you as part of the clinical care team, someone who understands their challenges and connects them with Dr. Morris for the full clinical picture. Doors open easily, and getting in front of the Administrator and Director of Nursing in person is usually the easy part.

Who we want (and who we don't)

We want people who learn quickly and are incredibly friendly/personable. You need to be open to traveling consistently, at-least 4 weekdays of your traveling weeks will be at one of your 3 metros. Either a Sunday through Thursday traveling schedule or a Monday through Friday traveling schedule. We'll teach you the industry.

We are intentionally not looking for marketing reps from wound care, therapy, hospice, or other SNF vendor companies. We want a different kind of presence in these buildings, not the one administrators already hear from every week. You need to be good at following a system, keeping notes, and making friends.

What you'll do

• Repeatedly visit a set route of facilities across your metro.
• Build repeat relationships with front desk staff, Administrators, and DONs
• Set up alignment calls with both the Administrator and the DON attending
• Log every visit and meeting in HubSpot
• Keep a clean pipeline so every booked call is ready for a smooth handoff

Full-time or part-time:

You choose whether to work full-time or part-time. Full-time reps are eligible for company benefits, including health, dental, and vision insurance and a 401(k). Part-time reps set a schedule that fits their life and can still choose any of the three pay plans below. On a plan with a base salary, the base is prorated to the time you work each month, and your bonus rates stay the same as a full-time employee on that plan.

Choose how you're paid

• Full Commission. The highest commission rates and the most upside, for reps who want every dollar tied to their results.
• Base + commission. A guaranteed base salary with reduced commission rates, for steadier income while you build your territory.
• Partial Base + commission. A smaller base with commission rates in between, for a balance of stability and upside.

On every plan, you get paid at multiple stages as a facility moves forward, from the first initial meeting through signing. Commission is uncapped, and top performers earn well past the on target earning of $100,000. We'll walk through the exact numbers for each plan in your interview.

Mileage, Travel, & Per-Diem

Allotted budgets provided at company rate.

Requirements

• Must be eligible to obtain rental cars (25+) and have a valid driver's license
• Able to pass a background check and meet facility visitor requirements
• A professional, trustworthy, kind presence in a healthcare setting

The pay range for this role is: 50,000 - 150,000 USD per year (Salt Lake City, UT)