Customer Success Manager
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Job Description
Customer Success Manager improving client outcomes through engagement and retention strategies in healthcare technology. Driving product adoption and ensuring measurable value for customers.
Responsibilities:
- Execute Tier 3 customer retention and engagement strategies, ensuring consistent and high-quality delivery across the customer base.
- Manage ongoing customer communications, including email campaigns, webinars, and in-person sessions that educate users on workflows, best practices, and how to maximize product value.
- Leverage digital education resources and self-service tools to increase adoption and improve customer engagement.
- Monitor customer health and engagement metrics, proactively identifying retention risks and supporting execution of churn-save playbooks.
- Support implementation of loyalty and engagement programs that reinforce customer satisfaction and retention.
- Communicate Bamboo Health’s value to customers through reporting, success stories, and ROI-driven messaging.
- Collaborate with internal teams to ensure customer issues are resolved quickly and effectively, escalating where necessary to prevent churn.
- Identify and surface up-sell and cross-sell opportunities through insights gained from customer interactions and engagement data.
- Contribute customer feedback and insights to internal teams (Product, Marketing, Operations) to help improve the customer experience.
- Maintain accurate documentation of customer interactions, retention activities, and outcomes in CRM and related tools.
- Serve as a trusted partner to customers, ensuring they feel supported, informed, and valued throughout their journey with Bamboo Health.
- Continuously build proficiency with AI tools and integrate them into daily work practices to measurably improve productivity, accuracy, and customer experience.
Requirements:
- 3–5 years of experience in Customer Success, Account Management, or related customer-facing roles.
- Proven ability to execute customer engagement and retention strategies that drive measurable impact.
- Strong communication and interpersonal skills, with a customer-first mindset.
- Comfort working with data to assess customer health, identify risks, and report on outcomes.
- Experience using CRM and customer success platforms to manage and track engagement activities.
- Ability to work cross-functionally to resolve customer issues and ensure a consistent experience.
- Excellent organizational skills and attention to detail, with the ability to manage multiple priorities simultaneously.
- Enthusiasm for customer education, engagement, and helping customers realize value from technology.
- A self-starter attitude with a commitment to teamwork, learning, and continuous improvement.
- Comfort using or learning AI-supported tools (e.g., ChatGPT, CoPilot, or role-specific tools) to improve daily workflows.
- A forward-thinking, curious mindset with an openness to experimenting with new technologies.
- Strong analytical and problem-solving skills, with sound judgment and creativity in designing solutions.
- Proven ability to thrive in fast-paced, high-growth, and rapidly evolving environments.
- Ability to work effectively in a remote-first environment, ensuring high-quality virtual interactions with minimal distractions.
- The ability to travel periodically for work.
Benefits:
- Competitive compensation including health, dental, vision and other benefits
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