Customer Success Manager, Scaled Accounts

What you’ll own:

• Renewal and retention for your portfolio. You’ll be the main contact for clinic administrators and decision-makers, and you’ll own renewal rate and gross revenue retention for your accounts.

• At-risk accounts caught early. You’ll spot risk in usage and engagement before it shows up as churn, and lead the conversations that turn it around.

• A renewal playbook the team uses. You’ll design renewal journeys for micro, small, and mid-sized clinics. Each one will balance automated touchpoints with personal outreach, and you’ll measure which approach works for which segment.

• Automated workflows that remove manual work. You’ll build and run workflows for renewal outreach, account monitoring, risk flags, and follow-ups. You’ll document them, including SOPs, prompts, and playbooks, so other people can run them without you.

• Health signals the team can trust. You’ll improve health scoring, segmentation, and renewal forecasting using CRM and product usage data.

• Root causes fixed, not just worked around. You’ll take recurring customer problems to Product and Engineering, and check whether the fix actually reduced them.

You’ll do well here if you:

• Have owned renewals or retention for a book of B2B customers, including difficult conversations with accounts that were at risk.

• Have replaced a repetitive manual process with a system or automation that other people relied on, and can walk us through how you built it.

• Have built or run multi-step workflows with AI or automation tools, and can tell when the output isn’t good enough to reach a customer.

• Can turn CRM and usage data into a clear call on which customers need attention this week and why.

• Write clearly enough that someone else can follow your playbook without asking you questions.

Nice to Haves:

• Experience in a high-volume or digitally led Customer Success model with many SMB accounts.

• Familiarity with HubSpot, BigQuery, or customer health and analytics platforms.

• Experience building lifecycle campaigns or renewal workflows.

• Experience in healthcare technology or with healthcare providers.

• Hybrid work & flexible work hours
• Comprehensive health and wellness coverage from day one
• Competitive PTO, including winter shutdown Dec 25 - Jan 1, birthdays and Taliversaries, and 'extra long' long weekends
• $2000 annually in "Knowledge Dollars" to learn, grow, and level up
• Quarterly socials & company outings that bring our team together beyond the day-to-day