Customer Success Manager, Small Group

Bazeta; United States; On-site; USD 80,000 - 105,000; Full time

Job summary

Bazeta is seeking a Customer Success professional to engage small to mid-tier healthcare practices using AI-driven, low-touch programs. You will manage multi-channel campaigns, monitor health dashboards, and drive product adoption for a diverse portfolio of customers.

You will own renewals, identify upsell opportunities, and coordinate with CRM and AI platforms. Strong communication and healthcare SaaS experience are essential for success.

Qualifications

• 2+ years of experience in customer success or customer-facing sales roles in healthcare SaaS or RCM platforms.
• Interest in healthcare SaaS, digital health, or health operations.
• Strong written and verbal communication, adaptability, and empathy.
• Experience with CRM tools (Salesforce, HubSpot) and digital tools for lifecycle engagement.

Responsibilities

• Scale Engagement & Product Adoption campaigns for small group accounts using multi-channel digital tools.
• Proactively monitor customer health dashboards to flag at-risk or growth-ready accounts.
• Serve as primary contact for customer inquiries and route complex issues to the right team.
• Identify upsell/cross-sell opportunities and promote new features through campaigns.
• Own the contract renewal process to ensure high retention and ongoing value.

Skills

Customer success

Healthcare SaaS

Communication

Data-driven

Account management

Tools

Salesforce

HubSpot

Job description

Purpose: To engage, retain, and grow small to mid-tier healthcare practices using AI-driven, low-touch engagement strategies. Responsibilities: • Scaled Engagement & Product Adoption Model: Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach. • Proactive Risk & Opportunity Management: Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth. • Inquiry Management: Serve as the primary point of contact for customer inquiries, providing a timely response to basic questions and efficiently redirecting more complex issues to the appropriate team. • Growth Pipeline Management: Identify and execute upsell and cross-sell opportunities for your portfolio, managing a scaled pipeline of potential deals and promoting new features through digital nudges and targeted messaging. • Renewal Management: Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value. • Technology & Tool Proficiency: Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency. • Data-Driven Insights: Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions. • Book of Business: 300 - 500 customers, $4M - $6M ARR Requirements: • 2+ years of experience, in CS or customer-facing sales roles in healthcare SaaS or RCM platforms. • Interest in healthcare SaaS, digital health, or health operations. • Passionate about helping others to achieve their goals. • Strong communication (written + verbal). • Adaptability, coachability, and customer empathy. • Experience or interest in CRM tools (e.g., Salesforce, HubSpot), campaign platforms, or digital tools. • Willingness to learn AI platforms for lifecycle engagement. • Comfortable promoting new features, upgrades, or adoption messages via campaigns or digital nudges. Nice to Have: • Exposure to healthcare workflows or patient/provider engagement is a plus, as well as EHR experience. Metrics: Retention %, expansion %, proactive touch %, adoption metrics, quota attainment Salary: $80,000 - $105,000k/yr USD + variable comp