[Remote] Senior Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Kipu Health is seeking a Senior Customer Success Manager who will be responsible for driving long-term value, retention, and expansion for a portfolio of high-value customers. This strategic role involves deep product knowledge and data analysis to influence customer outcomes and revenue growth while managing relationships with executive stakeholders.
Responsibilities
- Own the end-to-end success of a strategic book of business, including retention, expansion, and long-term customer outcomes
- Develop and execute multi-quarter success plans aligned to customer business objectives, clinical outcomes, and financial goals
- Drive long-term strategic initiatives with customers, translating vision into actionable roadmaps and measurable success metrics
- Act as a trusted advisor to executive stakeholders, influencing decision-making and guiding customers through change
- Analyze customer usage, adoption, and performance data to identify trends, risks, and opportunities
- Interpret complex product and customer data to drive recommendations that improve adoption, operational efficiency, and outcomes
- Leverage insights to inform strategy and proactive engagement
- Use data to tell compelling stories that drive alignment and action with customers and internal teams
- Drive deep and sustained adoption of core and advanced platform capabilities, including EMR, CRM, RCM, KCOM, and KIP solutions
- Identify and qualify expansion opportunities through discovery, usage analysis, and business case development
- Partner with Sales and Account Management to position, scope, and support upsell and cross-sell opportunities
- Ensure customers realize measurable value from new features, workflows, and product enhancements
- Demonstrate strong financial acumen, including understanding customer economics, ARR, renewals, and payment terms
- Prioritize efforts based on revenue impact, customer health, and strategic importance
- Contribute to forecasting and retention planning with accuracy and accountability
- Lead complex investigations into customer issues, identifying root causes across product, process, and people
- Own and drive resolution of high-impact issues and escalations, ensuring timely communication and stakeholder alignment
- De-escalate difficult situations with empathy, professionalism, and confidence
- Partner cross-functionally with Support, Product, Engineering, and Operations to resolve systemic issues and prevent recurrence
- Lead and structure executive-level conversations, including QBRs, strategic reviews, and risk discussions
- Conduct effective discovery by asking probing, consultative questions that uncover true customer needs and challenges
- Explain complex technical, operational, and compliance concepts clearly to both technical and non-technical audiences
- Communicate cross-functionally to advocate for customers while balancing company priorities
- Deliver clear, concise, and professional written and verbal communication at all levels
- Build strong, trusted relationships with customer champions, decision-makers, and executive sponsors
- Demonstrate empathy and emotional intelligence in all customer interactions
- Serve as the internal voice of the customer, influencing product direction and process improvements
- Foster long-term partnerships that position the company as a strategic ally, not just a vendor
Skills
- 5–8+ years of experience in Customer Success, Account Management, or a related customer-facing role within SaaS
- Proven success managing strategic or enterprise-level accounts
- Demonstrated ability to drive retention, expansion, and customer outcomes
- Strong analytical, financial, and business acumen
- Experience working cross-functionally with Sales, Product, Support, and Engineering
- Bachelor's degree or equivalent experience required
- Strong understanding of behavioral health / SUD workflows, regulations, and business drivers
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