Note: The job is a remote job and is open to candidates in USA. Nobi is an AgeTech company developing the Nobi Smart Light to support older adults, their families, and senior care providers. The Customer Success Manager owns post-go-live relationships for US accounts, monitoring customer health, product adoption, value realization, and retention while coordinating with Implementation, Support, Sales, and Product teams.
Responsibilities
- Own the customer relationship at both the individual community and the regional/operator level, with portfolio scope and complexity reflecting your experience and seniority
- Proactively monitor account health, product adoption, and usage trends, driving value realization and getting ahead of risks well before they affect renewal
- Partner with the Implementation team to ensure a smooth handoff from go-live into steady-state account management
- Coordinate with the Support team on escalations affecting your accounts, ensuring customers feel heard and issues are resolved quickly
- Identify and support renewal and expansion opportunities, partnering with Sales on upsell and cross-sell conversations
- Conduct regular business reviews with key accounts and, at the operator level, with regional stakeholders, sharing usage insights and reinforcing the value of the Nobi platform
- Gather and relay customer feedback to Product, Support, and Implementation teams to inform roadmap and service improvements
- Manage a portfolio of concurrent customer relationships across multiple accounts, operators, and stages of the customer lifecycle, with the opportunity to grow into larger, more strategic operator relationships over time
Skills
- 5+ years of customer success, account management, or customer-facing experience
- Experience managing a portfolio of concurrent customer accounts and relationships
- Evidenced history of building and maintaining successful, long-term customer relationships
- Strong communication and stakeholder-management skills; comfortable presenting to both frontline staff and senior stakeholders
- Ability to explain technical concepts clearly, build trust quickly, and adapt communication style to the audience
- Comfort working cross-functionally with Implementation, Support, and Sales teams to resolve issues and identify opportunities
- Ability to prioritize and self-manage time across a portfolio of accounts with competing needs
- Willingness and ability to travel up to 20% of the time to customer sites across the US
- Self-motivated and effective working in a fully remote, distributed team
- Understanding and experience with HIPAA compliance
- Strong preference for candidates who bring senior living experience from the operator side and/or Customer Success experience at a rapidly scaling, venture-backed technology company
Benefits
- A fully remote position, with occasional travel to customer sites across the US.
- A full benefits package, including retirement savings, medical, dental, and vision insurance, life insurance, and Short- and Long-Term Disability coverage.
- A paid time off package.
- The opportunity to be part of a growing company and help build safer, more independent lives for older adults, as part of a mission-driven AgeTech company.
Company Overview