Customer Success Manager

Trek Health; San Mateo (CA); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Full medical, vision, and dental cover

Equity participation

Remote-friendly — NYC or Bay Area, or,

Job summary

Trek Health is seeking a Customer Success Manager, Mid-Market to own the post-sale lifecycle for a portfolio of mid-market accounts. You will oversee onboarding, strategic QBRs, and renewal while driving expansion across Trek's AI-powered product suite.

This role is explicitly commercial, requiring you to run discovery conversations, generate CS-qualified leads, and advance opportunities with sales. You will define success with customers, build execution plans, and collaborate with Solution

Qualifications

• 3+ years of customer success experience managing a mid-market or upper-SMB book ($20K–$100K ACV range).
• Proven NRR or GRR track record — demonstrated results on a prior book, not just account ownership.
• Strong discovery skills and familiarity with how sales cycles work: qualification, multi-threading, deal advancement.
• Salesforce experience.
• Analytical fluency — comfortable pulling and manipulating data in Excel or Google Sheets.
• Hands-on experience with AI / LLM tools (Claude, Cowork, or similar) as a real workflow tool — not just a chatbot.
• High urgency, self-directed, and comfortable operating in ambiguous, fast-changing environments.

Responsibilities

• Own the full post-sale experience for a book of mid-market accounts — onboarding, QBRs, and renewal.
• Run strategic, outcome-driven QBRs that surface risk and opportunity.
• Execute Trek's cross-sell expansion motion across product lines.
• Generate CS-qualified leads through structured discovery conversations and partner with Sales.
• Build proactive churn mitigation plans for at-risk accounts.
• Collaborate with Solution Engineering to scope implementation work.
• Partner with Sales on warm handoffs and with Marketing to source case studies and referrals.
• Use AI tooling to accelerate account prep, reporting, and workflow.

Skills

Customer success

Discovery skills

Data analysis

Tools

Salesforce

Excel

Google Sheets

Claude

Cowork

Job description

About Trek Health

Trek Health is the financial intelligence platform for healthcare providers, built to turn price transparency data into measurable revenue outcomes. We help finance, managed care, and payer relations teams benchmark performance, identify underpayments, and approach negotiations with a defensible, data-driven strategy.

The Role

Trek Health is hiring a Customer Success Manager, Mid-Market to join a four-person CS team as we scale. You'll own the full post-sale lifecycle for a portfolio of mid-market accounts — onboarding new customers, running strategic QBRs, and driving expansion through Trek's growing suite of AI-powered products.

Unlike most CSM roles, this one is explicitly commercial. You'll run discovery conversations, generate CS-qualified leads, and advance expansion opportunities across Trek's product lines — from pricing transparency and contract management to policy intelligence, patient cost modeling, and denial agents. You'll define what success looks like together with your customers, then build and execute the plan to get there.

What You'll Do

• Own the full post-sale experience for a book of mid-market accounts — from executive kickoff through onboarding, QBRs, and renewal.
• Run strategic, outcome-driven QBRs that surface risk and opportunity — not status updates.
• Execute Trek's cross-sell expansion motion: identify, qualify, and advance opportunities across Trek's product lines like a mini sales cycle.
• Generate CS-qualified leads through structured discovery conversations and partner with Sales to close.
• Build proactive churn mitigation plans for at-risk accounts before risk becomes a problem.
• Partner with Solution Engineering to scope and sequence implementation work for clients.
• Collaborate with Sales on warm handoffs, and with Marketing to source case studies and referrals from healthy accounts.
• Use AI tooling — Claude, Cowork, and LLMs — to accelerate account prep, reporting, and workflow efficiency across your book.

What Success Looks Like

• You independently own a book of business with clear visibility into health, risk, and growth opportunities
• You consistently identify and advance expansion opportunities within your accounts
• Your customers achieve defined outcomes and are strong candidates for renewal and growth

What We're Looking For

Required

• 3+ years of customer success experience managing a mid-market or upper-SMB book ($20K–$100K ACV range).
• Proven NRR or GRR track record — demonstrated results on a prior book, not just account ownership.
• Strong discovery skills and familiarity with how sales cycles work: qualification, multi-threading, deal advancement.
• Salesforce experience.
• Analytical fluency — comfortable pulling and manipulating data in Excel or Google Sheets.
• Hands-on experience with AI / LLM tools (Claude, Cowork, or similar) as a real workflow tool — not just a chatbot.
• High urgency, self-directed, and comfortable operating in ambiguous, fast-changing environments.

Preferred (Not Required)

• Healthcare or health-tech background (payer, provider, or revenue cycle context).
• Experience working alongside Solution Engineering on technical implementations.
• Experience with a cross-sell or multi-product expansion motion.
• Experience building case studies or sourcing referral pipeline from customers.

Who This Role Is Great For

This role is ideal for a commercially minded CSM who wants more ownership and upward mobility, enjoys both relationship management and facilitate expansion, and is excited to define success with customers and build the plan to achieve it in a fast-paced, ambiguous environment.

Compensation & Benefits

• $140,000 – $180,000 OTE (base + variable), commensurate with experience.
• Full medical, vision, and dental coverage.
• Equity participation.
• Additional perks and benefits (details shared during the interview process).
• Remote-friendly — NYC or Bay Area preferred, open to strong candidates elsewhere.
• Direct visibility to leadership and meaningful upward mobility as Trek scales.

• Seniority level

  Mid-Senior level

• Employment type

  Full-time

• Industries

  Hospitals and Health Care