Customer Success Manager/Sr. Customer Success Manager

Role Overview

Manta is building the operational backbone for prior authorization management. As our Customer Success Manager, you will own the end-to-end post-sales customer journey—from onboarding and implementation to ongoing relationship management, value realization, and renewals.

This is a hybrid role spanning strategic account management, client implementation, cross-functional project management, and product feedback loops. You’ll partner directly with provider practices to ensure they get maximum value out of Manta, collaborate with our distributed operations team to ensure SLAs are met, and serve as the voice of the customer to our product and engineering teams.

This is a hands-on builder role in an early-stage company—ideal for someone who thrives in ambiguity, enjoys designing scalable customer journey frameworks from scratch, and knows how to turn complex client needs into clear, actionable success plans.

Key Responsibilities

Implementation and Onboarding

We are growing fast. We have an aggressive deployment schedule and need someone that can jump in and manage complex implementations and trainings.

• Lead the end-to-end onboarding and rollout of new provider practices onto the Manta platform.
• Translate client-specific workflows into Manta configurations and establish clear operating procedures.
• Drive time-to-value by ensuring clients are fully trained, engaged, and seeing immediate operational lift.

Relationship Management & Renewals

• Serve as the primary, trusted strategic point of contact for a dedicated book of business.
• Conduct regular check-ins and Executive Business Reviews (EBRs) to showcase ROI, review performance metrics, and align on future goals.
• Own the renewal lifecycle, proactively identifying expansion opportunities and mitigating churn risk.
• Build deep relationships with key stakeholders, from clinic managers to physicians.

Client Delivery & SLA Management

• Partner closely with Manta’s Philippines-based operations team to ensure client SLAs (turnaround times, approval rates) are consistently met.
• Serve as the primary escalation point for complex client questions or critical operational blockers.
• Monitor daily and monthly processing volumes and proactively communicate performance trends to the client.

Customer Advocacy & Product Partnership

• Act as the voice of the customer internally, translating frontline operational pain points into product requirements.
• Partner with product and engineering on feature prioritization and workflow automation design.
• Help test, validate, and roll out new features to your customer base, ensuring changes improve real operational outcomes

What Success Looks Like

• High Net Retention: Clients renew consistently, with zero preventable churn and growing expansion revenue.
• Rapid Time-to-Value: New practices are onboarded efficiently and hit their initial success milestones on schedule.
• Proactive Engagement: Client health is monitored systematically; issues are addressed before the client has to ask.
• Strong Feedback Loops: The product roadmap reflects real, prioritized customer needs and operational realities.
• Scalable Systems: Playbooks for onboarding, QBRs, and renewals are documented and continuously improved.

Ideal Background

• 4–8+ years of experience in B2B SaaS Customer Success, Account Management, or Implementation.
• Proven track record of owning a book of business, managing renewals, and driving net retention.
• Experience independently leading complex software implementations and change management for external clients.
• Comfort collaborating with product and engineering teams in an early-stage, fast-paced tech environment.
• Experience coordinating with offshore or distributed operational teams is a strong plus.
• Bonus: Prior experience in healthcare tech, revenue cycle, or clinical workflows (but a strong SaaS CSM foundation is the priority).

Traits That Will Thrive Here

• Deep Ownership: Problems are simply “things to solve,” and you take pride in seeing your customers win.
• Empathetic & Strategic: You build trust quickly and naturally understand the client's underlying business goals.
• Systems Thinker: You see bottlenecks and naturally want to build structures and playbooks to solve them.
• Calm Under Pressure: Confident making judgment calls and managing client escalations gracefully.
• Builder Mentality: You enjoy building from scratch more than inheriting polished systems.

Benefits & Perks

We take care of our team so you can focus on doing your best work. Our benefits package is designed to support you and your family completely.

🏥 Best-in-Class Health Coverage

• 100% Paid Premiums for You & 50% Family: We cover 100% of the monthly premiums for Medical, Dental, and Vision insurance for both you and 50% of the monthly premiums for your dependents.
• HSA/FSA Options: Pre-tax accounts to help pay for out-of-pocket costs, with a generous employer contribution to your HSA.

🌴 Work-Life Balance

• Unlimited Paid Time Off (PTO): We trust you to manage your time. Whether it’s a two-week vacation, a mental health day, or a Friday afternoon off, take the time you need to recharge without worrying about an accrual balance.
• Flexible Schedules: We focus on impact, not hours. Establish a schedule that works for your life, including flexible start/stop times.
• Remote-Friendly: Work from home, from a coffee shop, or from the office—wherever you are most productive.
• Paid Parental Leave: Generous fully paid leave for all new parents (birth and non-birth) to support your growing family.

💰 Financial Well-being

• Competitive Compensation: Base salary range of $90,000–$150,000, plus meaningful equity/stock options. (Final offer will vary based on experience and location).
• 401(k) Plan