Customer Success Manager

About the Role

We are seeking a Customer Success Manager to manage a portfolio of 10–15 B2B software customers. You will own the customer relationship after implementation, ensuring accounts remain successful, issues are resolved, and customers receive the right level of support.

Responsibilities

• Serve as the primary contact for assigned customers.
• Build strong relationships with business, operations, and technical stakeholders.
• Manage customer escalations from initial report through resolution.
• Monitor account health and identify potential issues early.
• Conduct regular customer meetings and business reviews.
• Translate customer feedback and requests into clear requirements.
• Prioritize customer requests and manage expectations.
• Collaborate with Implementation, Support, Business Analysts, and Engineering teams.
• Maintain accurate account information and track customer needs.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar B2B software role.
• Strong communication and relationship-management skills.
• Comfortable explaining technical concepts to both technical and non-technical audiences.
• Ability to manage multiple accounts and competing priorities.
• Calm and professional when handling customer escalations.
• Strong judgment and willingness to set realistic expectations.

Nice to Have

• Experience with healthcare software, EMR, LIS, RCM, or clinical laboratories.
• Familiarity with HL7, ASTM, FHIR, or system/instrument integrations.