Customer Success Manager, Small Group

Purpose

To engage, retain, and grow small to mid-tier healthcare practices using AI-driven, low-touch engagement strategies.

Responsibilities

• Scaled Engagement & Product Adoption: 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 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.

Ideal Background

• 2+ years of experience, in CS or customer-facing growth roles in healthcare SaaS or RCM platforms.
• Interest in healthcare SaaS, digital health, or health operations.
• Passionate about helping others to achieve their goals.

Sales & Healthcare Readiness

• Exposure to healthcare workflows or patient/provider engagement is a plus.
• Comfortable promoting new features, upgrades, or adoption messages via campaigns or digital nudges.
• Comfortable with selling, renewals, and identifying whitespace.

Skills

• 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.

Salary

$80,000 - $105,000k/yr USD + variable comp