Note: The job is a remote job and is open to candidates in USA. Kipu Health is a company focused on customer success, and they are seeking a Customer Success Manager (CSM) to own the success, retention, and adoption of a defined portfolio of customers. The CSM will proactively manage customer health, drive adoption, and identify risks and opportunities while collaborating cross-functionally to deliver customer outcomes.
Responsibilities
- Own a portfolio of customers with varying levels of complexity
- Build trusted relationships with customer stakeholders and champions
- Serve as the primary point of contact for customer success needs
- Develop and execute success plans aligned to customer goals and product usage
- Conduct structured discovery to understand customer workflows, challenges, and priorities
- Lead customer meetings including onboarding reviews, health checks, and QBRs
- Drive adoption of core and advanced product capabilities across products
- Translate customer goals into product use cases and success metrics
- Identify and recommend opportunities to improve efficiency, outcomes, and ROI
- Analyze usage, engagement, and customer data to assess health and predict risk
- Proactively identify at-risk accounts and execute mitigation plans
- Maintain accurate documentation and reporting in CRM and customer success tools
- Support renewals and identify expansion opportunities in partnership with Sales
- Demonstrate financial acumen related to ARR, renewals, and customer value
- Escalate payment or contractual concerns appropriately
- Lead investigation and resolution of customer issues within defined scope
- Coordinate with Support, Product, and Engineering teams to resolve issues
- Advocate for customer needs while balancing internal priorities
Skills
- 3–5+ years of experience in Customer Success, Account Management, or a related SaaS role
- Experience managing a book of business independently
- Strong analytical and organizational skills
- Comfort working in a cross-functional, fast-paced environment
- Bachelor's degree or equivalent experience
- Healthcare or regulated SaaS experience
Company Overview