Customer Success Manager

Sohar Health is building the infrastructure to improve healthcare access in the US. They are seeking a Customer Success Manager to manage the success and growth of a portfolio of customers, ensuring excellent communication and support throughout their lifecycle.

Responsibilities:

• Own the success, retention, and growth of approximately 25 customers, including relationship management, renewal planning, risk mitigation, expansion identification, forecasting, and customer escalations
• Deliver a consistently excellent customer experience through responsive communication, effective meetings, clear documentation, reliable action closure, and close coordination with Implementation, Product, Sales, and technical teams
• Translate customer needs and data into structured product feedback and scalable Customer Success processes, while completing one measurable internal improvement project per quarter after onboarding

Requirements:

• 3 to 5 years of total professional experience
• Customer Success, Account Management, or another post sales role within a B2B SaaS or technology enabled business
• Experience managing a portfolio of at least 25 customers, ideally 30 or more
• Evidence of achieving retention, renewal, growth, or expansion targets
• Experience owning renewals and identifying expansion opportunities across an existing customer portfolio
• Strong executive, verbal, and written communication skills, particularly in fast moving channels such as Slack
• A track record of owning customer issues and escalations through to resolution
• Strong organizational skills and the ability to manage multiple customer priorities without losing attention to detail
• Comfort using CRM data, product usage, customer health signals, and commercial metrics to prioritize work
• Ability to influence Product, Implementation, Sales, and technical teams without direct authority
• A practical, resourceful approach suited to a growing, early stage company
• At least one year of frontline customer support, sales development, or another high volume customer facing role before moving into Customer Success
• Experience working with Salesforce or a comparable CRM
• Experience creating or improving Customer Success playbooks, meeting cadences, health scoring, or renewal processes
• Healthcare technology, revenue cycle management, or API first platform experience