Customer Success Manager
Location: Remote (EST time zone)
Position Overview:
The Customer Success Manager (CSM) is responsible for managing a Book of Business while driving retention, customer satisfaction, and internal team collaboration. This role serves as a trusted advisor to clinics and providers, helping them achieve their desired business outcomes while identifying opportunities for growth and expansion. The CSM has a highly collaborative working relationship with Sales Reps who are driving new business as well as promoting growth within existing partnerships.
Key Responsibilities:
Provider Relationship Management
Manage a Book of assigned clinics and / or health systems
Develop and maintain strong relationships with key clinic contacts
Conduct regular strategy meetings and/ or business reviews
Serve as a primary contact for provider inquiries and escalations
Clinic Retention and Growth
Drive provider engagement with consistent education, ongoing support, and site-specific data insights to help identify prescribing trends
Collaborate with providers to identify opportunities for improved medication management and access to individualized care
Identify expansion opportunities and partner with Sales Reps on upsells/cross-sells
Operational Excellence
Consistently document provider interactions and success plans in CRM (HubSpot)
Maintain accurate clinic records within CRM (HubSpot)
Successfully collaborate cross functionally with Sales, Ops, and Clinical Teams
Required Qualifications:
1-2 years of Sales, Client Services, Account Management, or related experience
Strong communication and relationship building skills
Ability to manage multiple priorities and accounts simultaneously
Experience with CRM and project management platforms including Google Workspace
Ability to travel up to 10% for team and org events
Work Environment:
This position is primarily based in a remote work environment. The role requires regular periods of sitting, standing, and computer use, with occasional lifting as needed. Reasonable accommodations may be made for individuals with disabilities.
Annual Salary
$65,000—$85,000 USD