Customer Success Manager

FSI is a healthcare computerized maintenance management software (CMMS) provider serving hospitals and healthcare maintenance professionals. The Customer Success Manager owns post-sale customer relationships, drives retention and renewals, supports product adoption, and identifies expansion opportunities while serving as a strategic advisor and internal customer advocate.

Responsibilities:

• Own and manage customer renewals, targeting 97%+ retention
• Proactively identify and mitigate churn risk
• Drive product adoption and customer engagement initiatives
• Identify and surface expansion opportunities
• Conduct regular customer check-ins and establish full account coverage
• Execute QBRs and evolve conversations toward strategic outcomes
• Collaborate cross-functionally with Support, Product, and Solutions Engineering
• Act as the voice of the customer internally
• Assist with invoicing coordination alongside Finance
• Demonstrate strong time management across a large portfolio (75–90 accounts)

Requirements:

• • Experience in Customer Success, Account Management, or related field (SaaS or healthcare preferred)
• • Strong communication, relationship-building, and organizational skills
• • Experience with CRM tools (e.g., HubSpot) and data-driven decision making
• • Customer-centric mindset with a focus on outcomes and value delivery
• • Demonstrated growth mindset and ability to learn on the job
• • Self-driven and capable of operating autonomously
• Remote. Some travel may be required