Customer Success Manager – Missouri

Department: Customer Experience

Employment Type: Full Time

Location: Remote - USA

Reporting To: Enterprise Customer Success Manager

Compensation: $90,000 - $100,000 / year

Description

Key Responsibilities

• Serve as the primary point of contact for assigned accounts, coordinating software, hardware, and service support in partnership with the Tech Support team.
• Manage customer relationships at multiple levels, including executive sponsors, program sponsors, department leads, and end user staff.
• Lead and manage implementations, including:
  • Project management, cross-functional coordination, and communication
  • Platform configuration
  • Quality assurance (QA)
  • Go-live achievement
• Deliver end-user training, both virtual and in-person, to drive adoption and effective use of products.
• Provide end-user technical support, ensuring timely resolution of issues.
• Conduct end-user office hours (on-site and/or virtual) to address questions, provide best practices, and improve the customer experience.
• Provide basic on-site hardware troubleshooting as needed, escalating unresolved issues to Tech Support.
• Ensure customer success outcomes including adoption, health, satisfaction, and measurable ROI.
• Travel within Missouri, up to 50% of the time depending on active go-lives and onboarding cycles (typically around twice per month).

• Build trusted relationships with provider and site-level stakeholders within assigned enterprise accounts.
• Support provider and site-level communications in close coordination with the Enterprise CSM.
• Participate in QBRs as needed for significant providers within enterprise accounts.
• Collaborate with the Enterprise CSM to escalate issues, align on goals, and ensure consistent execution of enterprise-level initiatives.

• Gather and document product feedback and development needs from providers and end users.
• Partner with the product team and Enterprise CSM to represent provider-level needs in product development discussions.
• Support the achievement of site-level go-live milestones and adoption targets.
  
  

• Product adoption and usage at provider and site level
• Net Promoter Score (NPS)
• Go-live date achievement for assigned sites
• Customer Health Score
• Customer Satisfaction (CSAT)
  
  

Skills, Knowledge and Experience

• 3-5 years of experience in customer success, account management, training, implementation, or related customer-facing role.
• Strong communication skills with the ability to engage confidently with key stakeholders and end users.
• Experience delivering end-user training (virtual and/or in-person) and creating training resources.
• Technical aptitude, with the ability to troubleshoot issues and collaborate effectively with technical teams.
• Project management skills with the ability to support multiple site-level initiatives concurrently.
• Ability to travel within geographic proximity to Missouri enterprise accounts as needed. Up to 50% of the time depending on active go-lives and onboarding cycles (typically around twice per month), is required for this role.
• Healthcare industry experience preferred, particularly working with providers or healthcare technology solutions.

Benefits

• Competitive compensation aligned with experience
• 100% company-paid medical coverage (base plan)
• Dental & vision available
• 401(k)
• Company-paid life, AD&D, STD & LTD insurance
• Lifestyle Spending Account (wellness, personal use, and company swag)
• Flexible PTO + company holidays
• Flexible, remote-friendly work environment
• Mission-driven work with real impact on vulnerable populations
• Opportunity to own and grow a critical function within the company