Position Summary The Customer Success Manager (CSM) is responsible for managing ongoing customer relationships after go-live and ensuring customers achieve measurable value from Optivate's platform. The role focuses on driving adoption, engagement, satisfaction, and retention across a portfolio of practices. The CSM serves as the primary point of contact for customer relationships and ongoing success, supports renewal readiness, and identifies growth opportunities.
The CSM partners closely with onboarding, support, product, and revenue teams to deliver a high-quality, unified customer experience.
Key Responsibilities
Serve as the primary relationship owner for a portfolio of customers after go live
Drive product adoption by delivering ongoing training, guidance, and success check-ins
Monitor account health, usage patterns, and customer sentiment and act early on risks or barriers
Create and maintain customer success plans focused on measurable outcomes and value realization
Partner with onboarding, support, training, product, and revenue teams to ensure seamless customer experience
Support renewal readiness by documenting outcomes and ensuring customers see clear value
Identify expansion opportunities and collaborate with sales on upsell and growth initiatives
Identify upsell and expansion opportunities and coordinate with sales to execute next steps
Capture customer feedback and deliver insights to product operations
Maintain accurate documentation of activities, risks, and progress in CRM
Qualifications
2+ years of experience in customer success, account management, implementation, or client-facing roles within SaaS or healthcare technology
Proven ability to manage a portfolio of customers while driving adoption, satisfaction, and measurable outcomes
Strong consultative communication skills with the ability to engage both clinical and business stakeholders
Tech-savvy with the ability to quickly learn and explain software solutions
Highly organized with strong time management, prioritization, and follow through
Comfortable operating in a fast moving environment with evolving processes and cross functional dependencies
Experience using CRM systems such as HubSpot or Salesforce
Bachelor’s degree in business, healthcare administration, or equivalent professional experience
What We Offer:
Competitive base salary plus performance-based bonus
Remote work model with flexibility and work-life balance
Comprehensive benefits including medical, dental, vision, and 401(k)
Generous paid time off and holiday schedule
Opportunity to grow within a mission-driven and innovative healthcare tech company