Customer Success Manager (Remote / WFH) - #34702

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 :