Customer Success Manager

We are seeking a proactive Customer Success Manager to partner with clients, understand their goals, and deliver implementation training that drives product adoption. The ideal candidate combines strategic thinking with a strong clinical background in PT or healthcare, excels at solving client challenges, and can foster growth through exceptional communication and cross-team collaboration. You'll help clients achieve meaningful, measurable outcomes while identifying opportunities for expansion.

• Onboarding, Training and Enablement: Onboard new clients, Conduct virtual and in-person training sessions & create customized success plans tailored to each client’s unique needs to help clients achieve their goals. 
• Client Relationship Management: Serve as the main point of contact for assigned clients, proactively communicating to ensure alignment on goals. Build and maintain strong client relationships by regularly assessing satisfaction through recurring meetings and identifying areas for growth. 
• Proactive Communication and Issue Resolution: Partner closely with Sales, Support, and Product teams to address client needs and solve issues before they escalate. Monitor client engagement and usage to identify any obstacles, alerting internal teams and proposing solutions where needed. 
• Advocacy and Product Alignment: Act as a client advocate within the organization, providing feedback to inform product development and advocating for client needs. 
• Data-Driven Tracking and Reporting: Track key metrics and KPIs related to client success, satisfaction, and engagement. Create and share monthly reports to provide clients and internal teams with clear progress updates. 
• Develop strategies to drive organization-wide adoption.
• Follow CSM playbook while suggesting process improvements.

Responsibilities

• Onboarding, Training and Enablement: Onboard new clients, Conduct virtual and in-person training sessions & create customized success plans tailored to each client’s unique needs to help clients achieve their goals. 
• Client Relationship Management: Serve as the main point of contact for assigned clients, proactively communicating to ensure alignment on goals. Build and maintain strong client relationships by regularly assessing satisfaction through recurring meetings and identifying areas for growth. 
• Proactive Communication and Issue Resolution: Partner closely with Sales, Support, and Product teams to address client needs and solve issues before they escalate. Monitor client engagement and usage to identify any obstacles, alerting internal teams and proposing solutions where needed. 
• Advocacy and Product Alignment: Act as a client advocate within the organization, providing feedback to inform product development and advocating for client needs. 
• Data-Driven Tracking and Reporting: Track key metrics and KPIs related to client success, satisfaction, and engagement. Create and share monthly reports to provide clients and internal teams with clear progress updates. 
• Develop strategies to drive organization-wide adoption.
• Follow CSM playbook while suggesting process improvements.

Requirements

• Requirements:
• Bachelor's degree in a relevant field - PT preferred.
• Previous experience in Customer Success, Account Management, or a related role (2+ years).
• Knowledge of the healthcare industry and/or software as a service (SaaS) preferred.