Customer Success Manager
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Job Description
Customer Success Manager shaping Kodiak Solutions’ Customer Success function with strategic and hands-on roles. Building relationships, driving product adoption, and collaborating closely with teams.
Responsibilities:
- Serve as the primary point of contact for an assigned portfolio of clients, building strong, trusted relationships at multiple levels.
- Lead onboarding efforts to ensure smooth implementation, clear expectations, and early customer success.
- Drive product adoption through proactive engagement tailored to customer goals.
- Monitor account health, identify risks or opportunities, and implement action plans to improve outcomes and retention.
- Partner closely with Product, Implementation, Support, and Leadership teams to advocate for customer needs and influence product enhancements.
- Review performance metrics with customers, providing insights, recommendations, and roadmaps that align with business objectives.
- Facilitate quarterly business reviews (QBRs) and other strategic checkpoints to reinforce value and deepen engagement.
- Act as escalation point for customer issues and coordinate internal resources to ensure timely resolution.
- Manage the renewals process for assigned accounts, including forecasting, preparing renewal materials, identifying risks early, and collaborating with cross functional‑ partners to secure on time‑, successful renewals.
- Maintain accurate documentation, account plans, and activity tracking within Planhat, Salesforce and other internal systems.
Requirements:
- 2+ years of experience in Customer Success, Account Management, or related client facing‑ roles in SaaS, technology, or professional services.
- Experience in the Healthcare Revenue Cycle industry, including familiarity with revenue cycle workflows, terminology, reimbursement processes, and common operational challenges faced by healthcare organizations.
- Experience using Planhat Customer Success Platform (CSP) is preferred, including managing customer health scoring, workflows, playbooks, renewals tracking, and reporting within the platform.
- Strong communication, presentation, and relationship building‑ skills.
- Ability to simplify complex information, manage competing priorities, and work both proactively and reactively in a fast-moving‑ environment.
- Demonstrated problem solving‑ mindset with the ability to influence without authority.
- Experience partnering across functions to deliver cohesive, high quality‑ customer experiences.
- Passion for continuous improvement and elevating the customer journey.
Benefits:
- Health insurance
- Professional development
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