Customer Success Manager (SaaS/SMB)

Breakthrough; Baltimore (MD); Remote; USD 70,000 - 80,000; Full time

Job summary

A leading company in the healthcare sector is seeking a Customer Success Manager to ensure customer satisfaction and drive platform adoption. The role involves onboarding clients, managing relationships, and collaborating across functions to provide the best customer experience. Candidates should have experience in a customer success role, excellent communication skills, and a basic understanding of digital marketing.

Benefits

Unlimited PTO

Comprehensive benefits – Medical, Dental, Vision

401(k) + match

Qualifications

• 2+ years in a Customer Success or Account Management role (preferably in a SaaS environment).
• Strong organizational habits and follow-through; able to manage projects independently.

Responsibilities

• Guide new customers through onboarding and deliver training on software.
• Manage 35–50 customer relationships and monitor platform adoption.
• Identify upsell opportunities by aligning customer goals.

Skills

Communication

Project Management

Customer Relationship Management

Digital Marketing

Tools

Salesforce

Asana

Job description

Remote – U.S. Based | Full-Time

Our purpose at Breakthrough is to help people solve their health challenges naturally. We help private practices educate the community and enroll patients through our patient demand platform. Every month, the platform generates over $5M in patient revenue for practices and helps thousands of people avoid surgeries, pain medication, and other invasive procedures by finding natural solutions.

At Breakthrough, our people are the heart and soul of our success. We are passionate, dedicated, and driven. Our teammates have the grit to get things done in ambiguous environments, the teamwork drive to put the team ahead of self, and the desire to continue to learn and grow throughout their careers.

The Customer Success Manager is responsible for end-to-end customer success management for a defined set of customers. You will leverage your account management skills to foster strong relationships in order to ensure clients achieve their goals while also bringing marketing expertise to the customers.

If you are passionate about helping people get back to health naturally, and you love to work for a driven company, we want to talk to you!

What You’ll Do

• Guide new customers through a structured onboarding process
• Deliver training on software, strategy, and marketing best practices
• Recommend and teach customers how to use the specific tools that align with their goals and drive measurable impact
• Manage 35–50 customer relationships from post-launch through renewal
• Monitor platform adoption and proactively address engagement risks
• Own the customer marketing strategy—coaching them on what’s working and what needs to change
• Overcome concerns and objections to maintain strong, long-term relationships
• Deliver consistent results that build trust and momentum
• Navigate retention conversations and support contract renewals
• Identify opportunities for upsell and expansion early—by aligning customer goals with impactful solutions
• Collaborate cross-functionally to ensure customer feedback is heard and acted on

What You Bring

• 2+ years in a Customer Success or Account Management role (preferably in a SaaS environment)
• Proven ability to overcome customer concerns and objections while preserving trust
• Track record of driving upsells by identifying customer needs and showing impact early
• Excellent communication skills—you ask great questions, listen well, and speak with clarity
• Strong organizational habits and follow-through; able to manage projects and timelines independently
• Basic knowledge of digital marketing, especially Meta Ads, Google Ads, and basic funnel strategy
• Familiarity with Salesforce, Asana, and other customer/project tools
• Big Bonus: Experience in physical therapy or chiropractic practice operations

Why Breakthrough?

• Work remotely – Live and work where you're most productive
• Unlimited PTO – We trust you to manage your time
• Comprehensive benefits – Medical, Dental, Vision, 401(k) + match
• Mission-driven team – We’re solving real problems for real people
• Fast-growing company – We’re scaling and evolving—together

Our Core Values

Elevate Others ???? | Be Real ️ | Beginners' Mind | Own The Results | Seeks to Understand the Customer First ️| ️Do Sh*t That Makes a Massive Difference

Salary Range: $70k-$80k USD