Customer Success Manager

Coral Care is a company dedicated to improving access to pediatric therapy for families facing developmental delays. They are seeking a Customer Success Manager / Senior Manager to lead the Customer Success Team, ensuring a supportive experience for families while driving retention and engagement metrics.

Responsibilities:

• Lead account management, retention efforts, and churn saves, with a focus on building trusted relationships, maximizing family satisfaction, and driving meaningful long-term outcomes
• Work with our analytics team to set up dashboards and tracking to guarantee accurate scheduling, tracking, and optimization of sessions for both families and providers
• Coach, develop, and inspire the Customer Success and Care Concierge teams, fostering accountability, growth, and collaboration. Model empathy in every interaction and equip your team to support families with clarity, compassion, and accountability. This role will initially have a team of 5 reporting to it, which we expect to expand as the company grows
• Build, refine, and scale processes that maximize family conversion and retention while keeping the parent experience central at every step
• Partner with Provider Operations, Marketing, and Billing to ensure seamless coordination across the organization and a cohesive, stress-free experience for families
• Surface family feedback, trends, and friction points to the rest of the organization, and use those insights to drive product, process, and service improvements
• Track, analyze, and report on key performance metrics; identify trends and anomalies; and use insights to drive team improvements and targeted coaching

Requirements:

• 5 to 8 years of experience in customer success, account management, patient operations, or healthcare operations
• Proven experience managing and developing high-performing teams
• Proven experience managing multiple workstreams simultaneously
• CRM experience required (HubSpot preferred)
• Demonstrated success in designing, building, and scaling data-driven processes and systems
• Strong organizational and project management skills
• Meticulous approach to spot-checking and process management
• Deep empathy for parents navigating the care journey, with the ability to translate complex processes into clear and supportive communication
• Track record of training, coaching, and inspiring teams to deliver both operational excellence and compassionate service
• Experience in high-growth startups is strongly preferred
• Strong technical skills (SQL and Google Sheets) preferred but not required