Manager of Customer Success
New
O
Optain HealthHealthcare Technology
Remote within the U.S.Full-TimeManager
Salary110000 - 130000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- SalesforceCustomer SuccessHubSpotHIPAAAccount Management
Requirements
- 5+ years of experience in customer success, account management, or client services in healthcare technology, health IT, or medical devices
- 2+ years of direct people management experience leading a CS or account management team
- Track record of managing a book of business with measurable outcomes: retention, expansion revenue, utilization, and NPS/CSAT
- Experience conducting executive-level business reviews and building ROI narratives for healthcare customers
- Strong data orientation—comfortable pulling and interpreting product usage data to drive customer conversations and internal prioritization
- Experience supporting customers in regulated healthcare environments (FDA-cleared technology, HIPAA, clinical quality standards)
- Experience with CRM platforms (HubSpot or Salesforce) preferred
- Experience with customer success tools (Gainsight, Totango, or similar) preferred
Responsibilities
- Monitor and drive exam utilization metrics across the account portfolio, proactively identifying underperforming accounts and intervening with targeted action plans
- Build and maintain a customer health scoring framework that enables the CS team to prioritize attention, flag at-risk accounts early, and allocate resources effectively
- Partner with Implementation to ensure clean post-go-live transitions and sustained adoption momentum
- Serve as Tier 1 support owner for customer-facing operational questions, triaging issues and escalating technical problems
- Plan and lead quarterly business reviews with customer stakeholders, presenting utilization data, ROI metrics, clinical outcomes, and forward-looking recommendations
- Build trusted, multi-threaded relationships across clinical, operational, IT, and executive stakeholders at each account
- Own the upsell motion for SMB accounts—expanding to additional locations, adding users, and upgrading service tiers
- Systematically identify and qualify expansion opportunities across the account base, partnering with US BD to pursue larger enterprise deals
- Aggregate customer feedback, feature requests, and product friction points to inform Product and Engineering roadmap prioritization
- Manage, coach, and develop a team of CS Specialists—setting account coverage strategy, running team cadences, conducting 1:1s, and building a culture of proactive customer engagement
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