Customer Success Manager

The candidate will have responsibilities across the following functions:

Renewals and Retention:

• Own the full renewal lifecycle for your book - from 90-day advance outreach, contract negotiation, to close.
• Monitor account health dashboards daily; flag and action churn risk before it escalates.
• Build multi-threaded relationships (clinic owner, office manager, lead therapist) to reduce single-contact risk.

Upsell and Expansion:

• Identify upsell signals from usage data (e. g., a clinic opening a new location, adding therapists, or under-using the billing module).
• Qualify and pitch expansion opportunities: additional locations, billing and RCM add-ons, outcomes tracking, and patient engagement tools.
• Partner with the AE team on deals above your close threshold; lead discovery and demo for smaller expansions independently.
• Document expansion pipeline and forecast accurately in CRM every week.

Adoption and Value Delivery:

• Conduct structured Quarterly Business Reviews (QBRs) with clinic leadership - tie product usage to revenue and efficiency outcomes.
• Drive feature adoption milestones during the first 90 days post-onboarding and at each product release.
• Develop playbooks for common clinic personas (solo PT, multi-location group, hospital-affiliated rehab unit).

Voice of Customer and Cross-functional Collaboration:

• Surface product feedback and feature requests to the Product team with supporting usage data.
• Escalate support and billing issues with context; own the customer communication until it is resolved.
• Contribute to the CS team's playbook library, onboarding templates, and knowledge base.

Requirements:

• 2-5 years in Customer Success, Account Management, or inside sales at a B2B SaaS company.
• Track record of owning renewals and/or upsell motions - with numbers to show for it (NRR, renewal rate, expansion ARR).
• Experience managing US-based customers in a direct, voice/video-first engagement model.
• Excellent spoken and written English - able to independently run business conversations with US clinic owners and executives.
• Comfortable working a fixed 3:00 PM - 12:00 AM IST shift (aligns with US EST 9:30 AM - 6:30 PM).
• Data-driven working style: you pull your own reports, spot trends, and act before being asked. Strong Preference.
• Experience with healthcare SaaS, EMR/EHR, practice management, or revenue cycle management (RCM) software.
• Familiarity with CS platforms such as Gainsight, ChurnZero, Totango, or Planhat.
• CRM hygiene discipline - Salesforce or HubSpot experience.
• Prior experience in a startup or high-growth environment where playbooks were built, not inherited.
• Understanding of US physical therapy billing codes (CPT), insurance workflows, or CMS compliance requirements.
• Experience working with multi-location healthcare groups or franchise-style clinic networks.
• Background in clinical operations, healthcare administration, or health-tech solutions consulting.