Own the health and status of your assigned accounts against a clear green, yellow, and red standard, keeping a direct line to each decision maker so every account can be championed when it counts.
Own retention on your accounts, surfacing risk early and pulling in your Director, Support, Implementation, and Customer Growth partners to keep at-risk accounts whole.
Move your accounts onto durable long-term agreements that protect and compound the book.
Serve as the senior point of contact above the front line, engaging providers directly to resolve and de-escalate the hardest issues with composure.
Project manage issues to resolution, coordinating Support and Implementation to close them cleanly and keep the provider informed throughout.
Maintain accurate account health, status, and activity in HubSpot so that your book reads clearly to your Director and leadership.

Three or more years in Customer Success, client services, or account management in a multi-client environment.
Proven track record of owning account relationships and reducing churn or improving retention.
Strong project management and de-escalation skills, with the willingness to own the hardest accounts personally.
Clinically literate, or able to become fluent quickly, and comfortable speaking to clinical outcomes with providers.
High AI fluency, meaning active, working use of AI tools in your daily professional workflow.
Strong analytical ability, able to read a health scoring view, diagnose why an account is at risk, and execute a plan to fix it.

Customer Success Manager

Key skills