Role Summary
The Customer Success Manager (CSM) is responsible for a portfolio of customer accounts, driving adoption of the WellHive platform and ensuring customers realize the full value of their partnership with WellHive. The CSM serves as the primary point of contact for customers, building trusted relationships with site leadership and end users while translating platform capabilities into measurable outcomes.
Key Responsibilities
- Manage a portfolio of customer accounts, owning adoption outcomes and customer health across each one
- Build and maintain relationships with key stakeholders including site leadership, program leads, and day-to-day end users
- Drive platform adoption by working with end users to integrate WellHive into their daily workflows
- Monitor account health, identify risks early, and lead intervention efforts when issues arise
- Partner with internal teams to address customer needs and surface insights from the field
- Communicate progress and trajectory to customers and internal stakeholders through structured reporting
- Serve as a platform expert for customers, helping them get the most value from WellHive
Qualifications
Required:
- 3-5 years in Customer Success, Account Management, or a comparable customer-facing role at a software or technology company
- Track record of driving measurable customer outcomes
- Strong relationship-building and stakeholder management skills
- Comfort working with data and translating it into customer-facing insights
- Excellent written and verbal communication skills
- Ability to work in complex, multi-stakeholder environments
Preferred:
- Experience with the Department of Veterans Affairs, VA Community Care, or other federal healthcare programs
- Background in healthcare scheduling, referral coordination, or community care
- Experience driving adoption of a software platform with multiple user types
- Experience utilizing different software applications or CRMs to manage and monitor customer interactions
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