Customer Success Representative

Employment type: Full-time

Pay: ~ $32.70 - $37.50/hour

Work model: Remote

Travel: Some travel may be required

Customer success focus

You’ll manage post-sale customer relationships, drive retention and renewals, support product adoption, identify expansion opportunities, and help customers maximize the value of healthcare software solutions.

What you’ll manage

• Own and manage customer renewals with a target of 97%+ retention.
• Identify and address potential churn risks proactively.
• Drive product adoption and customer engagement initiatives.
• Identify expansion opportunities across existing accounts.
• Conduct regular customer check-ins and maintain full account coverage.
• Lead quarterly business reviews and move conversations toward strategic outcomes.
• Manage a portfolio of approximately 75 to 90 accounts.
• Support invoicing coordination with the Finance team.

Customer and team partnership

• Build trusted, long-term relationships with customers.
• Act as a strategic advisor as customer relationships develop.
• Represent customer feedback and needs internally.
• Collaborate with Support, Product, Solutions Engineering, and Finance.
• Use customer and account data to guide decisions and priorities.
• Maintain consistent communication and engagement across a large customer portfolio.

Experience and skills

• Experience in Customer Success, Account Management, or a related field.
• SaaS or healthcare experience preferred.
• Strong communication and relationship-building skills.
• Strong organizational and time management skills.
• Experience using CRM tools such as HubSpot.
• Experience making data-driven decisions.
• Customer-focused approach centered on outcomes and value delivery.
• Ability to work independently and take ownership of assigned accounts.
• Ability to identify problems and opportunities proactively.
• Comfort learning new processes and continuously developing customer success skills.