Customer Success Manager/Sr. Customer Success Manager

Manta Health; Los Angeles (CA); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Manta Health is seeking a Customer Success Manager/Sr. Customer Success Manager to own the post-sale journey from onboarding to renewals. The role partners with provider practices to maximize value, works with distributed operations to meet SLAs, and serves as the voice of the customer to product and engineering teams.

You will design scalable customer journeys, manage cross-functional workflows, and translate complex client needs into actionable success plans in an early-stage company.

Qualifications

• 4-8+ years in B2B SaaS Customer Success, Account Management, or Implementation.
• Proven track record of owning a book of business, managing renewals, and driving net retention.
• Experience independently leading complex software implementations and change management for external clients.
• Comfort collaborating with product and engineering teams in an early-stage tech environment.
• Experience coordinating with offshore or distributed operational teams is a strong plus.
• Bonus: Prior experience in healthcare tech, revenue cycle, or clinical workflows.

Responsibilities

• Implementation and onboarding: lead end-to-end onboarding and rollout of new provider practices onto the Manta platform.
• Relationship management & renewals: serve as the primary strategic contact for a book of business and conduct regular Executive Business Reviews.
• Client delivery & SLA management: partner with operations to meet SLAs, act as escalation point, monitor volumes.
• Customer advocacy & product partnership: translate customer needs into product requirements and help roll out new features.

Skills

B2B SaaS

Customer Success

Account Management

Implementation

Change management

Product collaboration

Offshore coordination

Healthcare tech

Job description

Customer Success Manager/Sr. Customer Success Manager

About Manta Health

The US healthcare system is responsible for incredible medical breakthroughs, yet the financial infrastructure powering it remains stuck in the past. At Manta Health, we are building the AI-native operating system for healthcare revenue cycle management (RCM).

We believe that medical practices shouldn't have to fight to get paid for the care they provide. Our platform leverages advanced AI to automate the complex, error-prone administrative tasks that plague the industry - reducing denials, accelerating payments, and lowering administrative costs. We are not just building software; we are fundamentally rethinking the financial relationship between providers and payers so doctors can focus on what matters most: patients.

Role Overview

Manta is building the operational backbone for prior authorization management. As our Customer Success Manager, you will own the end-to-end post-sales customer journey—from onboarding and implementation to ongoing relationship management, value realization, and renewals.

This is a hybrid role spanning strategic account management, client implementation, cross-functional project management, and product feedback loops . You’ll partner directly with provider practices to ensure they get maximum value out of Manta, collaborate with our distributed operations team to ensure SLAs are met, and serve as the voice of the customer to our product and engineering teams.

This is a hands-on builder role in an early-stage company - ideal for someone who thrives in ambiguity, enjoys designing scalable customer journey frameworks from scratch, and knows how to turn complex client needs into clear, actionable success plans.

Key Responsibilities

Implementation and Onboarding

We are growing fast. We have an aggressive deployment schedule and need someone that can jump in and manage complex implementations and trainings.

• Lead the end-to-end onboarding and rollout of new provider practices onto the Manta platform.


• Translate client-specific workflows into Manta configurations and establish clear operating procedures.


• Drive time-to-value by ensuring clients are fully trained, engaged, and seeing immediate operational lift.

Relationship Management & Renewals

• Serve as the primary, trusted strategic point of contact for a dedicated book of business.


• Conduct regular check-ins and Executive Business Reviews (EBRs) to showcase ROI, review performance metrics, and align on future goals.


• Own the renewal lifecycle, proactively identifying expansion opportunities and mitigating churn risk.


• Build deep relationships with key stakeholders, from clinic managers to physicians.

Client Delivery & SLA Management

• Partner closely with Manta's Philippines-based operations team to ensure client SLAs (turnaround times, approval rates) are consistently met.


• Serve as the primary escalation point for complex client questions or critical operational blockers.


• Monitor daily and monthly processing volumes and proactively communicate performance trends to the client.

Customer Advocacy & Product Partnership

• Act as the voice of the customer internally, translating frontline operational pain points into product requirements.


• Partner with product and engineering on feature prioritization and workflow automation design.


• Help test, validate, and roll out new features to your customer base, ensuring changes improve real operational outcomes

What Success Looks Like

• High Net Retention: Clients renew consistently, with zero preventable churn and growing expansion revenue.


• Rapid Time-to-Value: New practices are onboarded efficiently and hit their initial success milestones on schedule.


• Proactive Engagement: Client health is monitored systematically; issues are addressed before the client has to ask.


• Strong Feedback Loops: The product roadmap reflects real, prioritized customer needs and operational realities.


• Scalable Systems: Playbooks for onboarding, QBRs, and renewals are documented and continuously improved.

Ideal Background

• 4-8+ years of experience in B2B SaaS Customer Success, Account Management, or Implementation.


• Proven track record of owning a book of business, managing renewals, and driving net retention.


• Experience independently leading complex software implementations and change management for external clients.


• Comfort collaborating with product and engineering teams in an early-stage, fast-paced tech environment.


• Experience coordinating with offshore or distributed operational teams is a strong plus.


• Bonus: Prior experience in healthcare tech, revenue cycle, or clinical workflows (but a strong SaaS CSM foundation is the priority).

Traits That Will Thrive Here