Customer Success Manager

ClosedWon Talent LLC; United States; Remote; USD 135,000 - 165,000; Full time

Benefits offered by this job

Remote work

Annual bonus

Equity

Job summary

ClosedWon Talent LLC is seeking a Customer Success Manager for a healthtech client. You will manage provider accounts—health systems, hospitals, and infusion centers—driving renewals, upsell, cross-sell, and platform adoption, with about 20% travel and fully remote work across the US.

You’ll lead regular customer calls, QBRs/EBRs, and partner with Product and R&D as the voice of the customer. Compensation includes base up to $150k plus bonus and equity, depending on experience.

Qualifications

• 5+ years in customer success or account management at a high-growth B2B SaaS company.
• Hands-on ownership of commercial outcomes, including renewals, upsell, cross-sell, expansion, and churn prevention
• Experience navigating renewals with complex customers and a strategic approach to managing accounts
• Comfort leading QBRs and EBRs with stakeholders at every level, including executives
• Experience driving product adoption and utilization through regular customer engagement
• Strong analytical and communication skills, with enough technical understanding to partner credibly with IT teams
• Ability to travel about 20% of the time

Responsibilities

• Own the relationship with a portfolio of provider accounts from implementation kickoff.
• Drive adoption and utilization of the platform through regular customer calls.
• Lead QBRs and EBRs to demonstrate ROI and identify risks early.
• Manage renewals, upsell, cross-sell, and expansions.
• Collaborate with Product and R&D as voice of the customer.
• Collaborate with dedicated implementation and trainer teams.

Skills

Customer success

Account management

Renewals

Upsell

Cross-sell

Expansion

Churn prevention

QBRs/EBRs

Product adoption

Analytical skills

Communication skills

Technical understanding

Travel willingness

Job description

We’re ClosedWon Talent, a sales and go-to-market recruiting agency that specializes in working with fast-growing startups. If you’re exploring your next move, we might have just the opportunity for you, including this one.

About our client

Our client is a healthtech company building what it calls a medication success platform, which removes the barriers patients face across their medication journey, from access and affordability through adherence. When a patient can’t afford an expensive treatment like an oncology drug or infusion, they often delay or walk away from care, and the provider is left with unpaid claims and bad debt. The platform identifies those patients and connects them to financial assistance before treatment starts, so providers recover revenue they would otherwise lose and patients get on therapy faster.

Their network spans thousands of hospitals, clinics, and pharmacies, along with life sciences and support programs, and the platform has helped tens of millions of patients secure billions of dollars in financial assistance. The company recently became PE-backed through a majority investment, giving it significant funding behind its next stage of growth.

About the role

As a Customer Success Manager, you’ll be the primary point of contact and trusted advisor for a portfolio of provider accounts, including health systems, hospitals, and infusion centers. This is a commercially focused CS seat that sits closer to account management than support, with roughly 80% of your time spent on customer work and about 20% on selling.

You’ll be introduced to your accounts at implementation kickoff and then own the relationship from there, running regular customer calls, driving adoption and utilization of the platform, answering product questions, and leading QBRs and EBRs that show customers the ROI they’re getting and call out risks early. You’ll also handle the commercial side of your book, including renewals, churn prevention, upsell, cross-sell, and expansion, and a key focus will be driving adoption of the part of the platform that connects patients to pharma-sponsored copay programs.

You’ll work closely with the commercial team on growth opportunities and act as the voice of the customer for Product and R&D. A dedicated implementation team and trainer support the CSMs, so you can focus on growing your accounts rather than onboarding logistics. Depending on segment, account loads range from about 5–10 enterprise accounts to roughly 25 smaller accounts.

You’ll report to the Director of Customer Success as part of a team of six CSMs. The role is fully remote anywhere in the US, with about 20% travel. Compensation depends on level, with a base of up to around $150k salary plus bonus and equity.

Must-have requirements

• 5+ years in customer success or account management at a high-growth B2B SaaS company
• Hands-on ownership of commercial outcomes, including renewals, upsell, cross-sell, expansion, and churn prevention
• Experience navigating renewals with complex customers and a strategic approach to managing accounts
• Comfort leading QBRs and EBRs with stakeholders at every level, including executives
• Experience driving product adoption and utilization through regular customer engagement
• Strong analytical and communication skills, with enough technical understanding to partner credibly with IT teams
• Ability to travel about 20% of the time

Nice-to-have requirements

• Experience in healthcare or healthtech
• Sales experience, ideally from someone who has moved from a sales role into customer success or account management
• Experience working with health systems or hospitals
• Experience with infusion centers
• Background in revenue cycle management or healthcare financial technology