Customer Success Manager

Job Description

About SpinSci Technologies LLC

At SpinSci Technologies, we’re passionate about improving the patient experience through smart, intuitive digital engagement. We partner with healthcare providers to build innovative, HIPAA-compliant solutions that streamline communication, automate workflows, and drive better health outcomes. Backed by a private equity sponsor and experiencing rapid growth, SpinSci is scaling its operations and expanding its team to meet increasing customer demand and strategic priorities.

Position Overview

As a Customer Success Manager , you’ll be the trusted advisor for a portfolio of strategic healthcare customers. You will play a critical role in ensuring retention, uncovering growth opportunities, and proactively driving adoption and satisfaction. Reporting to the Director of Customer Success, this role is both strategic and hands-on, with high visibility across the organization—including regular reporting to the executive leadership team.

Key Responsibilities

• Serve as the primary point of contact for assigned customer accounts, building long-term relationships based on trust, value, and results.
• Drive retention and customer loyalty by ensuring high engagement, adoption, and satisfaction across our platform.
• Identify and cultivate expansion and upsell opportunities in close collaboration with Sales and Product teams.
• Own and maintain a regular cadence of communication with customers, including QBRs, executive check-ins, and ad hoc strategic sessions.
• Develop and publish Customer Health Report Cards for each account, highlighting KPIs, risks, and wins for ELT visibility.
• Triage issues, coordinate internal resources, and serve as an advocate for the customer’s voice throughout the organization.
• Collaborate with Product to translate customer feedback into actionable insights and roadmap influence.
• Partner with Implementation and Support to ensure smooth transitions and continuous improvement in service delivery.
• Build reusable success playbooks and processes as we scale to support a growing customer base.

Qualifications

Why You’ll Love It Here