Note: This is a fully remote opportunity with 20% travel required.
Join ProCareHR/Go Icon as a Customer Success Manager!
Go Icon powers resident and family engagement for senior living communities through communications, digital signage, activity management, transportation, and AI-driven insights for some of the largest operators in the industry.
Your Impact: The Customer Success Manager owns the post-implementation relationship for an assigned portfolio of Go Icon customers. This role helps customers achieve their goals through strong relationship management, product adoption, ongoing education, proactive account health monitoring, and cross-functional coordination. The Customer Success Manager serves as a trusted advisor and customer advocate while supporting retention, satisfaction, and long-term growth.
Why Join Us:
- Salary Range is $75,000-$80,000/yr | Credit given for experience
- Great Benefits Available
- Fully Remote Opportunity
What You'll Do:
- Build and maintain strong relationships with customers, serving as a trusted advisor and primary point of contact throughout their partnership.
- Drive product adoption and customer success by delivering strategic guidance, training, and best practices that help customers achieve their goals.
- Monitor account health, identify risks and growth opportunities, and develop plans to improve engagement, retention, and long-term value.
- Collaborate with cross-functional teams to resolve customer issues, support renewals, and ensure a seamless customer experience.
- Collect and communicate customer feedback to enhance products, services, and overall customer satisfaction.
- Maintain accurate customer records, track account activity, and contribute to the continuous improvement of customer success processes and programs.
What You Bring:
- 3+ years of experience in customer success, account management, client services, or a similar customer-facing role, preferably in a software or technology environment.
- Strong relationship-building and communication skills, including the ability to work effectively with stakeholders at different levels and with varying levels of technical comfort.
- Ability to manage multiple customer accounts, priorities, follow-ups, and deadlines while maintaining strong attention to detail.
- Analytical and problem-solving skills with the ability to interpret customer data and translate insights into practical action plans.
- Comfort learning software products and explaining workflows, features, and best practices in clear, accessible language.
- Ability to work independently in a remote environment while collaborating effectively across teams.
- Proactive, organized, and customer-focused, with a strong sense of ownership and follow-through.
- Familiarity with CRM systems, customer success platforms, and support or project management tools is preferred.
- Senior living experience preferred.
Benefits Available:
- Health insurance with company paid premium for employee only coverage
- FSA and HSA options available
- Company paid dental insurance for employee only coverage
- Company paid life insurance
- Company paid short- and long-term disability insurance
- A 401K plan with company match and safe harbor contribution
- Paid Time Off
- Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident
3+ years customer success or account management experience, strong communication and analytical skills, ability to manage multiple accounts, familiarity with CRM and customer success platforms preferred, senior living experience preferred.
Key Responsibilities
- managing customer relationships
- driving product adoption
- monitoring account health
Skills & Tools
CRM
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 75,000 – 80,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About Procare HR
An HR solutions provider specializing in the care industry, offering labor management, benefits, and HR services. — Industry: Information Technology