Growth Customer Success Manager

Tenovi provides remote patient monitoring technology that connects medical devices, data, and software for healthcare organizations and care teams. The Growth Customer Success Manager will own a portfolio of small and mid-market accounts across the post-sale lifecycle, driving adoption, retention, expansion, and renewals. The role also involves advising clients on remote monitoring operations, identifying growth opportunities, managing commercial structures, and collaborating with internal teams.

Responsibilities:

• Manage the full post-sale lifecycle for a portfolio of SMB and mid-market accounts with high growth potential, owning adoption, retention, expansion, and renewal
• Carry clear commercial goals for your book, with net revenue retention as your north star, and forecast your accounts' growth with the discipline of a seller managing a pipeline
• Direct your time deliberately so that the accounts with the most growth potential receive your deepest investment, while tech-touch tooling keeps the rest of your book covered
• Serve as your clients' device program operations expert, guiding each program through Tenovi's launch readiness gate and the four competencies that determine program excellence: patient enrollment, device operations, staff training and operating model, and program financing
• Score program maturity with your clients on a regular cadence, use those scores to decide where and when to intervene, and run the play each situation calls for
• Bring best practices in remote patient monitoring to organizations that are often building these operations for the first time, helping them grow from a promising start into a finely tuned program
• Hold consultative business conversations with owners and executives, engaging credibly on operational efficiency, staffing models, program economics, and organizational growth
• Identify expansion opportunities across new devices, new use cases, and growing patient populations, pitch them during business reviews, and implement them in partnership with your clients
• Recognize the moments when a client is ready to grow and act on them, bringing the commercial instinct to negotiate and capture opportunities when they appear
• Pass expansion opportunities with channel or business development implications to Sales as qualified opportunities, keeping each handoff clean and well-documented
• Manage straightforward pricing changes, payment term adjustments, and contract amendments directly, partnering with our deal desk on more complex cases
• Partner closely with Sales, Support, Integration Engineering, Product, and Supply Chain so your clients experience Tenovi as one coordinated team
• Bring what you learn from your accounts back into our product roadmap, our playbooks, and the way we serve the whole segment

Requirements:

• You have a strong desire to drive your accounts commercially, and you see expansion conversations as some of the most valuable customer success work there is
• You are energized by goals, by negotiation, and by the moment a client decides to grow with you
• You notice opportunity in the details, whether it is a client mentioning a new contract, a referral channel coming online, or a workflow that could support far more volume, and you follow up on it
• You can navigate a strategic conversation with a business owner with credibility because you understand how businesses actually run: operations, organizational structure, profit, and the efficiency trade-offs leaders weigh every day
• You think in terms of your clients' economics and help them see how a stronger monitoring program serves the growth of their whole organization
• You are comfortable proposing a new working model to a client rather than simply documenting the current one, and you bring a point of view to every business review
• You bring a calm, warm, and professional presence to every conversation, whether you are meeting a practice owner, a clinical director, or a care management executive
• You are an attentive listener who asks careful questions and notices what is not being said
• You can translate program data, device operations, and economics into clear, useful insight for busy decision-makers without losing the substance
• You are excited about how AI can help customer success teams work faster, more accurately, and more strategically, and you are eager to help shape how Tenovi uses these tools
• You are a self-directed learner who reads, experiments, and arrives at problems with a hypothesis to test
• You are comfortable in a growing company where the playbook is still being written alongside the work
• Bachelor's degree in Business, Healthcare Administration, or a related field
• Typically two to five years of experience in customer success, account management, or sales, ideally within healthcare technology, medtech, or SaaS, with a track record of driving retention and expansion revenue
• Earlier-career candidates are warmly welcomed if they bring the commercial instinct and executive presence the role calls for, and we will invest in their growth alongside their work
• Experience in RPM or digital health, or with a software product that is primarily API-based
• Experience with combined hardware and software products, including helping customers optimize logistics and operations
• An understanding of healthcare IT, including EHR/EMR integration and clinical workflows
• Proficiency in CRM tools like HubSpot and comfort working with analytics tools like Power BI
• Bilingual capability in English and Spanish