Customer Success Manager, Enterprise
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Job Description
Customer Success Manager guiding enterprise healthcare customers through adoption, ROI, renewals, and expansion. Kontakt.io combines hardware, AI, and integrations to improve health-system operations and patient care.
Responsibilities:
- Manage a portfolio of strategic Enterprise healthcare customers post-deployment as a trusted long-term partner
- Develop and execute outcome-driven success plans aligned with customer goals around safety, asset visibility, operational efficiency, and ROI
- Build relationships across clinical, operational, IT, and executive stakeholders
- Guide customers through post-go-live adoption, optimization, and expansion
- Identify risks and opportunities, resolve issues, and coordinate internally to maintain customer satisfaction
- Support renewals, expansion, and long-term account growth with Sales and Customer Success leadership
- Contribute to the evolution of Enterprise Customer Success practices and repeatable processes
- Translate customer data and outcomes into ROI narratives, best practices, and playbooks
- Provide input on processes, tools, and workflows that improve team efficiency and customer impact
- Collaborate with Sales, Product, Technical Account Services, Hardware Operations, and Marketing
- Share customer insights to inform product direction, roadmap decisions, and ROI-focused improvements
Requirements:
- 6+ years of Customer Success experience supporting enterprise healthcare organizations, ideally with SaaS or technology platforms in complex healthcare environments
- Self-starter who hits the ground running, operates with a high level of autonomy, and takes ownership of customer relationships and outcomes in a fast-paced, ever-changing growth-stage environment
- Strong understanding of healthcare workflows and the full customer lifecycle, including renewals and expansion
- Track record of driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms
- Executive presence, with the ability to lead strategic conversations with senior leaders and articulate value at the executive level
- Strong problem-solving skills
- Experience using Salesforce or a similar enterprise CRM
Benefits:
- Equity in a high-growth company scaling toward $100M+ ARR and backed by leading investors
- Full health, dental, and vision coverage
- 401(k)
- Paid time off
- Paid parental leave
- All the tools you need to do your best work
- Remote work arrangement
- Regular travel to meet customers
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