Kipu HealthRemote
Customer Success Manager
United States of America
Full Time
28 minutes ago
Visa Sponsor
Key skills
Customer Success ManagementAccount ManagementSaaSData AnalysisCRMCustomer Success ToolsHealthcare SaaSFinancial AcumenRelationship ManagementCustomer SuccessSales
About this role
Kipu Health is a company focused on customer success, and they are seeking a Customer Success Manager (CSM) to own the success, retention, and adoption of a defined portfolio of customers. The CSM will proactively manage customer health, drive adoption, and identify risks and opportunities while collaborating cross-functionally to deliver customer outcomes.
Responsibilities:
- Own a portfolio of customers with varying levels of complexity
- Build trusted relationships with customer stakeholders and champions
- Serve as the primary point of contact for customer success needs
- Develop and execute success plans aligned to customer goals and product usage
- Conduct structured discovery to understand customer workflows, challenges, and priorities
- Lead customer meetings including onboarding reviews, health checks, and QBRs
- Drive adoption of core and advanced product capabilities across products
- Translate customer goals into product use cases and success metrics
- Identify and recommend opportunities to improve efficiency, outcomes, and ROI
- Analyze usage, engagement, and customer data to assess health and predict risk
- Proactively identify at-risk accounts and execute mitigation plans
- Maintain accurate documentation and reporting in CRM and customer success tools
- Support renewals and identify expansion opportunities in partnership with Sales
- Demonstrate financial acumen related to ARR, renewals, and customer value
- Escalate payment or contractual concerns appropriately
- Lead investigation and resolution of customer issues within defined scope
- Coordinate with Support, Product, and Engineering teams to resolve issues
- Advocate for customer needs while balancing internal priorities
Requirements:
- 3–5+ years of experience in Customer Success, Account Management, or a related SaaS role
- Experience managing a book of business independently
- Strong analytical and organizational skills
- Comfort working in a cross-functional, fast-paced environment
- Bachelor's degree or equivalent experience
- Healthcare or regulated SaaS experience