Customer Success Manager

THE ROLE

As a CSM for our Bay Area and Central Valley clients, you'll act as a "quarterback" and owner for a named book of accounts. You'll be held accountable for adoption, renewal, and growth. You’ll work with administrators and providers to get the TadHealth platform used in ways that matter, then turn that usage into renewals and expansion. In partnership with Client Experience leadership, you’ll help build playbooks, shape how customer success runs, and bring what you learn in the field back to Product. This role reports to the Director of Customer Success.

Location & Travel: This is a remote role with the potential for periodic in-person travel to client sites across the Bay Area and/or Central Valley. Candidates best suited for this role will live in or near these regions.

WHAT YOU'LL DO

• Own renewals and expansion for your book, including forecasting and pursuing revenue opportunities.
• Drive accounts to defined usage milestones through onboarding, training, and tailored success plans.
• Build relationships at every level of a district or county organization, including leaders with real authority, not just day-to-day champions.
• Facilitate privacy and compliance conversations (FERPA, HIPAA, and similar) with confidence, working with our privacy and policy teams so reviews don’t stall adoption.
• Share customer insight with Product and help shape the roadmap.
• Create repeatable playbooks and improve how the team works.

WHAT SUCCESS LOOKS LIKE

• First 30 days: You’ve learned the platform, mission, and California’s Children and Youth Behavioral Health Initiative (CYBHI), met your customers, and started refining onboarding and communication cadences.

• First 90 days: You’re running trainings and onboarding sessions, have success plans in place for key accounts, and are feeding customer feedback to Product.

• By 6 months: You own retention and renewals for your book, have identified expansion opportunities, and are a trusted advisor to your customers.

WHAT YOU'LL BRING

Required:

• At least 3 years in customer success, account management, or a similar customer-facing role in B2B SaaS, with ownership of a book of business.
• Experience at an early or growth-stage startup.
• A record of driving technical/platform adoption among non-technical users.
• Self-direction when priorities shift and the process doesn’t exist yet.
• A general comfort in privacy and compliance conversations.
• Strong cross-functional collaboration and the ability to translate between technical and non-technical audiences.
• AI fluency (preferably Claude) and Google ecosystem proficiency.
• A genuine interest in our mission.
• Based in or near the Bay Area or Central Valley region.

Nice to Have:

• FERPA and/or HIPAA experience.
• Familiarity with district, county office, or community-based organization structures.
• Background in EdTech and/or HealthTech.
• Experience using ChurnZero (or a similar tool), Slack, and Confluence.