Customer Success Manager

About this role

As a Customer Success Manager, you'll be the primary relationship owner for Casemend's healthcare operations clients. These are teams that process thousands of cases under regulatory deadlines — they need a partner who understands their workflows, not just someone who sends check-in emails. You'll manage onboarding, drive adoption, run business reviews, and serve as the voice of the customer internally. Your understanding of how clients actually use the platform will directly shape product priorities.

What you'll do

• Own the post-sale relationship with healthcare operations clients, from onboarding through renewal
• Design and execute onboarding plans that get new teams productive on the platform within defined timelines
• Conduct quarterly business reviews that tie platform usage to measurable operational outcomes
• Monitor account health metrics and proactively address adoption gaps or risk signals
• Collaborate with product and engineering to relay client feedback and advocate for high-impact improvements
• Document client workflows, use cases, and success stories that inform sales and marketing efforts

What we're looking for

• 3+ years of experience in customer success, account management, or client services for B2B SaaS
• Experience working with healthcare, government, or other regulated-industry clients
• Strong communication skills — you can run a business review with operations directors and explain a technical issue to a case worker
• Analytical mindset — comfortable using data to identify trends, measure adoption, and build business cases
• Experience with customer success platforms and CRM tools
• Genuine interest in healthcare operations and willingness to learn the regulatory landscape