Customer Success Manager

Location: Remote

Salary: USD 1,400 per month

Working Hours: US Central Time (CST) business hours

We are looking for an experienced Customer Success Manager to manage a portfolio of 10–15 live laboratory accounts after implementation. You will own customer relationships, day-to-day operations, renewals, escalations, and customer requests while proactively identifying issues before they become major problems.

Key Responsibilities:

• Manage relationships with lab directors, operations managers, and technical teams.
• Take ownership of accounts following implementation handoff.
• Monitor workflows, product usage, support patterns, and customer engagement to identify potential issues early.
• Own customer escalations from initial report through resolution.
• Translate customer needs into clear requirements and prioritize requests with internal teams.
• Manage customer expectations and communicate realistic timelines.
• Support renewals and maintain accurate account documentation.
• Balance customer needs with engineering and support capacity, including saying no when necessary.

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a similar B2B SaaS role.
• Strong communication and relationship-management skills.
• Comfortable discussing technical topics with both technical and non-technical stakeholders.
• Excellent prioritization and escalation-management skills.
• Ability to manage multiple accounts and competing priorities.

Nice to Have:

• Experience with healthcare software, EMR, LIS, RCM, or clinical laboratories.
• Familiarity with HL7, ASTM, FHIR, or instrument interfacing.

This is a fully remote position offering USD 1,400 per month. The successful candidate will work during US Central Time business hours and will have the opportunity to help build and shape the Customer Success function, including its processes, playbooks, and success metrics.