Original listing text, shown exactly as published by the company.
The Opportunity
We’re looking for a highly organized, relationship-driven, and proactive Customer Success Manager to own and grow B2B partnership accounts.
This role will serve as the primary point of contact for partners post-sale—leading onboarding, driving adoption, and ensuring long-term retention and expansion. You’ll work cross-functionally with Product, Operations, Marketing, and Clinical teams while building scalable systems and playbooks to support a high-quality partner experience.
What You’ll Do
Customer Lifecycle Management
- Own the full partner lifecycle: onboarding, adoption, engagement, renewal, and expansion
- Serve as the primary point of contact and trusted advisor for B2B partners
- Lead regular check-ins and quarterly business reviews (QBRs) to align on goals, KPIs, and value delivered
Account Health & Retention
- Develop and monitor customer health metrics; proactively identify and mitigate risk
- Drive retention and expansion through strong relationship management and performance insights
- Track account performance and communicate key trends and opportunities to leadership
Operational Execution & Process Building
- Manage and provide oversight to an offshore resource supporting partner operations and customer support
- Maintain clean account documentation, success plans, and internal trackers
- Build scalable playbooks, templates, and processes to improve efficiency and consistency
Cross-Functional Collaboration
- Partner with Product, Operations, Marketing, and Clinical teams to resolve issues and improve the customer experience
- Share customer feedback internally and advocate for improvements that drive retention and growth
- Support development of partner-facing enablement and marketing resources (e.g., onboarding materials, training decks, case studies)
What Success Looks Like
- Strong partner retention and growth across accounts
- High partner satisfaction and engagement
- Reduced churn and faster resolution of issues and escalations
- Scalable systems and processes that improve the overall partner experience
Preferred Qualifications
- 3–5+ years in Customer Success, Account Management, or a related role
- Experience managing B2B accounts with structured QBRs and executive stakeholders
- Strong analytical skills with experience using CRMs and reporting tools (e.g., HubSpot, Salesforce, Looker, Zoho)
- Excellent communication and stakeholder management skills
- Highly organized with strong attention to detail and ability to manage multiple priorities
- Comfortable operating in a fast-paced, ambiguous startup environment
Key Competencies
- High EQ relationship builder with strong communication skills
- Strategic thinker and problem solver
- Strong cross-functional collaborator and influencer
- Process-oriented with a systems mindset
- Proactive, detail-oriented, and resourceful
Nice to Have
- Experience in healthtech, diagnostics, biotech, or wellness
- Experience building customer health scoring models or dashboards…
