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About the Role
We are seeking a Manager / Director of Customer Success to build and scale a customer success function from the ground up. This role involves managing post-sales customer relationships, driving adoption, retention, and expansion with physician groups and practice partners.
Responsibilities
- Own the full post-sales customer relationship with physician groups, nephrology practices, and clinical partners
- Serve as the primary point of contact for doctors and practice administrators, building trust, driving adoption, and managing escalations
- Lead patient retention strategy and monitor key metrics, flagging risks and opportunities proactively
- Drive contract renewals and expansions through a consultative, value-based approach
- Design and maintain performance reporting dashboards and QBR materials that clearly communicate program impact to clinical stakeholders
- Identify and implement tools and workflows that reduce customer friction and scale the CS function without scaling headcount proportionally
- Partner cross-functionally with clinical ops, product, and the technology team to translate customer feedback into product and process improvements
- Build and document repeatable playbooks for onboarding, engagement, escalation, and renewal
Requirements
- 3–7 years of customer success, account management, or client services experience
- Genuine comfort with data: ability to pull reports, build dashboards, interpret trends, and translate numbers into a compelling story
- Strong communicator who can flex between a clinical audience and an internal technical one
- Experience owning renewals and retention metrics
- Startup DNA: ability to figure things out, build, and make processes repeatable without explicit direction
- Familiarity with customer success platforms, CRMs, and data/reporting tools
- Ability to meet in-person periodically
Skills
- Relationship building
- Data analysis
- Customer success
- Account management
- Client services
- Communication
- Reporting
- Project management
- Data interpretation
- Consultative selling
Location
- Austin, TX
- Remote
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Manager
- Director
- 3-7 years
Salary/Compensations
- $100K–$140K
Benefits
- Competitive base salary
- Performance bonus tied to retention and expansion
- Collaborative, no-ego team
- Room to grow into a leadership role
- Meaningful work improving patient outcomes
About the Company
- Austin-based health technology company transforming chronic care through AI-powered remote patient monitoring (RPM) and chronic care management (CCM).
- Partners with physician groups and nephrology practices nationwide to deliver better outcomes through data-driven, tech-enabled care coordination.
- Moves fast, thinks big, and believes the best is still ahead.