Customer Success Representative

Activated Insights; Idaho Falls (ID); On-site; USD 65,000 - 90,000; Full time

Job summary

Activated Insights, a SaaS leader in long-term and post-acute care, is seeking a Customer Success Manager to lead customer success initiatives in Idaho Falls. You will manage a portfolio of accounts, drive adoption, and collaborate with cross-functional teams to ensure a superior customer experience.

The role emphasizes coaching teammates, improving customer health, and achieving retention and expansion targets through data-driven strategies and strong communication.

Qualifications

• 2+ years of professional experience in B2B communications, customer success, or account management.
• Experience with SaaS or healthcare clients is preferred.

Responsibilities

• Manage a portfolio of assigned customer accounts as the primary contact.
• Proactively foster customer success through engagement, training, and relationship-building.
• Conduct customer check-ins and provide webinars or training to support adoption.
• Monitor customer health and NPS, follow up timely.
• Aim to exceed expansion and retention goals by aligning solutions with customer needs.
• Document all engagement activities in CRM (Salesforce).
• Drive product adoption and identify opportunities for account growth.
• Collaborate with Product, Implementation, Sales, and Marketing for seamless customer experience.

Skills

Clear communication

Interpersonal skills

Emotional intelligence

Analytical thinking

Time management

Organizational skills

Customer-focused mindset

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Salesforce

Microsoft Office Suite

Job description

About UsActivated Insights, a Software-as-a-Service (“SaaS”) leader in long-term and post-acute care, is seeking a Customer Success Manager to support our growing Customer Success organization.Founded in 2008, Activated Insights serves North America’s fastest-growing labor market—long-term and post-acute senior care. With over 250 team members and 7,000+ customers across 23,000+ sites of care, our solutions focus on employee engagement, ongoing education, patient satisfaction, and reputation management.Why Is This Role So Special?The Customer Success Representative plays a critical role in leading and supporting our CSR and CSM teams to deliver consistent, high-quality customer experience. This role focuses on coaching team members, improving customer health and retention outcomes, and ensuring strong execution across the customer lifecycle.This position is ideal for someone who thrives in a leadership role, enjoys developing others, and is passionate about driving customer success through data, strategy, and collaboration.Key Responsibilities• Manage a portfolio of assigned customer accounts, serving as the primary point of contact.• Proactively foster customer success through engagement, training, and relationship-building.• Conduct customer check-ins and provide webinars or individual training to support adoption.• Monitor customer health scores and Net Promoter Scores, ensuring timely follow-up.• Meet and exceed expansion and retention goals by aligning solutions with customer needs.• Accurately document all engagement activities in CRM (Salesforce).• Drive continuous product adoption and identify opportunities for account growth.• Partner with internal teams (Product, Implementation, Sales, Marketing) to ensure a seamless customer experience.Skills & Competencies• Excellent written and verbal communication skills.• Strong interpersonal, relationship-building, and facilitation abilities.• High emotional intelligence and strong conflict-resolution skills.• Analytical and detail-oriented with the ability to leverage data for insights.• Excellent time management and organizational skills.• Customer-first mindset with a passion for helping clients succeed.Qualifications• High school diploma or equivalent (bachelor’s degree preferred).• 2+ years of professional experience in B2B communications, customer success, or account management.• Experience working with SaaS or healthcare clients preferred.• Proficiency with CRM tools (Salesforce preferred) and Microsoft Office Suite.• Proven ability to manage multiple projects and priorities effectively.Location: Idaho Falls, IDPhysical Requirements:Prolonged periods of sitting and working on a computerFrequent video meetings where camera use is requiredSchedule:Full-time, 40 hours per weekStandard business hours with flexibility for cross-time zone collaboration