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Customer Success Manager (Remote / WFH) - #34702
Manila RecruitmentOakland, CA, US2 days ago
Job type
- Full-time
- Remote
Job descriptionPost-payment onboarding & activation Run a structured onboarding / webinars with clear milestones, documents, timelines, and responsibilities. Coordinate internally to keep matching, signatures, and scheduling moving without friction. Anticipate blockers; set next steps; close loops quickly. Retention, renewals, and upsell Maintain a proactive cadence tailored to each NP's goals. Recommend upgrades that genuinely grow revenue (marketing enablement, additional licensure, operational packs). Build simple "first 10 patients" micro-plans and track progress. Own renewal conversations and expansion opportunities; update CRM forecasts weekly. CRM-first operations Treat the CRM as the source of truth : flawless data hygiene, activity logging, tasks, and stage management. Follow playbooks : stage definitions, email / SMS macros, and save-plays for common risks. Produce weekly cohort / forecast reports from CRM data; highlight risks and wins with concrete next actions. Voice of customer Capture patterns and feedback; partner internally to improve messaging, flows, and FAQs. Contribute short, clear knowledge-based articles and customer-facing guides. Client Relationship Management Serve as the main point of contact for Nurse Practitioner collaborators, handling ongoing account needs such as license / state changes, account updates, or position changes. Manage client communications primarily through SMS and email, with occasional video calls and check-ins to build stronger relationships. Proactively engage with NPs who may be dissatisfied or considering cancellation ("save plays"), using empathy and problem-solving to retain accounts. Customer Retention & Recovery Identify and address at-risk accounts before cancellation by diagnosing root causes (e.g., low patient volume, operational issues) and coordinating solutions. Handle escalated client issues currently directed to leadership, ensuring timely resolution and positive outcomes. Develop strategies to "save" accounts and prevent customer loss due to internal errors, communication gaps, or unmet expectations. Process & Best Practice Development Establish and document best practices for customer success operations, including standardizing onboarding, engagement, and renewal processes. Develop and facilitate onboarding sessions and webinars to enhance customer engagement and retention. Create repeatable frameworks for client check-ins, follow-ups, and renewals to ensure consistent high-quality service. 30 days : Learn the post-payment lifecycle, shadow 10+ intro calls, adopt a partial book, publish a "Top 5 blockers" reporttracked in CRM. 60 days : Own a full book; hit activation SLAs; ship two CRM playbook improvements (stages, fields, or macros). 90 days : Meet or beat expansion attach-rate and renewal forecast accuracy targets; present a save-play that reduces churn for one at-risk cohort.
Customer Success Manager
An exciting opportunity to build strong client relationships, drive smooth onboarding and adoption, and ensure long-term success through retention and growth.
Our client is the leading platform connecting Nurse Practitioners (NPs) with collaborating physicians across the United States. Their service streamlines an often-complex processenabling NPs to quickly, affordably, and confidently find physician collaborators to meet state requirements and launch their practices.
The Customer Success Manager (CSM) plays a key role in ensuring long-term satisfaction and retention of Nurse Practitioner (NP) collaborators after they become active customers. This role focuses on maintaining strong, proactive relationships with NPs by addressing their ongoing operational needs, identifying potential risks, and implementing effective save strategies for at-risk accounts. The CSM will serve as the main point of contact for clients, ensuring that they receive responsive, high-quality service while helping them grow and sustain their practices.
As a senior-level individual contributor, the CSM will also be responsible for designing, implementing, and optimizing best practices in customer success operations. Over time, this role will evolve into a leadership position that builds and manages a small team of Customer Success professionals in Manila.
Duties and Responsibilities :
Why this role exists :
After a medical practice becomes a paying customer, your job begins. You turn a successful sale into a successful practice : fast, predictable activation; clear guidance; thoughtful upsells that help the NP grow; and clean CRM-driven execution so nothing slips.
What success looks like (outcomes & KPIs) :
- Retention & renewals : Lower logo churn; renewal rate at or above goal with early risk flagging.
- Expansion (upsell) : Increasing attach-rate and expansion ARR (marketing packs, extra states, reminders).
- CRM excellence : 100% stage accuracy, required fields complete, notes / tasks current, on-time SLAs, reliable forecasting.
What you'll do :
Your first 90 days :
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Customer Manager • Oakland, CA, US
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