Customer Success Manager (East Coast Territory)

Ready Rebound is a healthcare navigation and support company serving first responders. The Customer Success Manager builds client relationships, drives adoption, satisfaction, and retention, and supports clients through training, business reviews, KPI monitoring, and renewals.

Responsibilities:

• Serve as the primary point of contact and trusted advisor for assigned clients, fostering long-term, strategic relationships
• Lead Business Reviews to showcase value, align on goals, and identify opportunities for growth
• Drive client renewals by proactively managing the customer lifecycle and mitigating risk of churn
• Provide training and education to client members and stakeholders to drive adoption and maximize value
• Monitor, analyze, and report on customer KPIs to ensure successful adoption, utilization, and ROI of our solutions
• Collaborate cross-functionally to deliver a seamless client experience
• Identify, nurture, and build customer advocates to support case studies, testimonials, and reference programs
• Develop a deep understanding of client business objectives to position our solutions as a strategic partner
• Provide actionable insights and recommendations to clients based on data, best practices, and industry benchmarks
• Escalate risks, surface opportunities, and drive resolution in partnership with internal teams
• Continuously seek opportunities to improve processes, tools, and resources that enhance the customer experience

Requirements:

• 3+ years of experience in customer success, account management, or a related role within a healthcare, SaaS, or service-based industry
• Prior experience working with or for a Worker's Compensation carrier, Third Party Administrator (TPA), or Public Sector HR role with Worker's Comp or TPA experience
• Proven experience managing portfolio accounts, including implementations and long-term relationship management
• Strong project management skills with the ability to balance multiple priorities and stakeholders
• Excellent communication and presentation skills, with the ability to deliver compelling QBRs and articulate value propositions
• Data-driven mindset with experience leveraging customer insights to drive strategy and engagement
• Ability to collaborate cross-functionally with sales, product, and operations teams to enhance customer outcomes
• Proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight, or similar)
• Experience working with first responders, healthcare organizations, or municipal agencies is a plus