Sr Manager, Customer Success

Sunwave Health, Inc.; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

Sunwave Health, Inc. is seeking a Head of Customer Success to own gross revenue retention and lead the Customer Success team in a fully remote role. You will personally handle the most complex and at-risk accounts while the team scales.

This is a build, not a steady state: you’ll create playbooks, reporting, and operating models, drive cross-functional collaboration, and ensure renewals and customer outcomes across the health tech platform.

Qualifications

• 7+ years in Customer Success or related role, including managing people.
• Healthcare technology, EHR, or revenue cycle experience preferred, not required.
• Track record turning around at-risk accounts and managing executive relationships.
• Experience building the operating layer: playbooks, coverage models, segmentation, capacity planning.
• Comfortable with data: reading health, usage, and renewal signals.

Responsibilities

• Own gross revenue retention and at-risk revenue for the Sunwave customer base. Every upcoming renewal has a plan, every at-risk account has a save plan, and the risk forecast behind both is honest.
• Lead the Customer Success team: clear priorities, clear ownership, measurable goals. Personally take the most complex at-risk and enterprise accounts during the transition.
• Coach and develop CSMs and future team leads. Own hiring, onboarding, performance management, and career development.
• Run escalations and recovery plans. Coordinate internal resources, set commitments the company can actually keep, and keep the customer informed.
• Build the operating layer: success plans, business reviews, coverage models, segmentation, account assignment, and capacity planning.
• Use adoption, support, and renewal data to catch systemic risk early and fix the cause rather than the symptom. Keep CRM records accurate enough to make decisions from.
• Lead cross-functional work with Support, Implementation, Product, Engineering, and Sales on recurring customer obstacles and lifecycle handoffs. Oversee offboarding when it happens, and capture the real reason.

Skills

Customer Success Leadership

Account Management

Data-driven

Healthcare Tech

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

CRM (Salesforce)

Data dashboards

Job description

At Sunwave Health, we improve behavioral health and addiction treatment facility functionality to achieve better results for patients, caregivers, and administrators. Our platforms help clients manage patient needs from admission to discharge, including billing and integrations with payment processors, billers, insurance companies, and other providers.

The Head of Customer Success owns gross revenue retention for the Sunwave customer base and leads the Customer Success team. This is a hands‑on role. You will not carry a full book, but you will personally take the most complex and at‑risk accounts while the team grows.

This is a build, not a steady state. Account visibility, reporting and playbooks are being put in place now rather than inherited. If fixing that is the part you enjoy, this is a good seat. If you are looking for a mature function to tune, it is not.

The role reports to the Director of Support & Operations and works closely with Sales, Support, Implementation, Product, and Engineering.

Job Responsibilities

• Own gross revenue retention and at‑risk revenue for the Sunwave customer base. Every upcoming renewal has a plan, every at‑risk account has a save plan, and the risk forecast behind both is honest.
• Lead the Customer Success team: clear priorities, clear ownership, measurable goals. Personally take the most complex at‑risk and enterprise accounts during the transition.
• Coach and develop CSMs and future team leads. Own hiring, onboarding, performance management, and career development.
• Run escalations and recovery plans. Coordinate internal resources, set commitments the company can actually keep, and keep the customer informed.
• Build the operating layer: success plans, business reviews, coverage models, segmentation, account assignment, and capacity planning.
• Use adoption, support, and renewal data to catch systemic risk early and fix the cause rather than the symptom. Keep CRM records accurate enough to make decisions from.
• Lead cross‑functional work with Support, Implementation, Product, Engineering, and Sales on recurring customer obstacles and lifecycle handoffs. Oversee offboarding when it happens, and capture the real reason.

Job Requirements & Qualifications

• 7+ years in Customer Success, Account Management, or a related customer‑facing role, including managing people. Bachelor's degree or equivalent professional experience. Healthcare technology, EHR, or revenue cycle experience preferred, not required.
• A track record of turning around at‑risk accounts: finding the real problem, running the recovery, and holding the executive relationship while you do it.
• Experience building the operating layer rather than only working inside one: playbooks, coverage models, segmentation, capacity planning.
• Comfortable with data. You can read health, usage, and renewal signals and say what to do about them.
• Experience developing individual contributors through coaching and performance management.
• A clear communicator who can hold a hard conversation with a frustrated executive and be straight about what is and is not coming.

This position is fully remote and requires the worker to have a dedicated work space in their home during core business hours.

Travel of up to 25% may be required during the first several months for key customer visits, then typically less than 10%.