Senior Customer Success Manager (Technical)

Were looking for a Senior Customer Success Manager whos both customer-obsessed and technically strong. Youll own key customer relationships end-to-end: onboarding, adoption, value realization, renewals, expansion, and long-term success. A big part of the job is designing, building, and continuously improving customer journeys across multiple channels (in-app, email, WhatsApp/SMS, support, webinars, CSM touchpoints), using data to iterate what works.

Healthcare experience is a strong plus (providers, payers, digital health, EHR/EMR, care delivery platforms), but not mandatory if youve owned complex, regulated, technical products.

• Own a portfolio of mid-market/enterprise customers and drive adoption, retention, renewals, and expansion.
• Lead customer onboarding and implementation, aligning stakeholders on goals, success criteria, timelines, and risks.
• Create and run Success Plans with measurable outcomes (time-to-value, activation, usage depth, feature adoption, ROI).

• Act as the technical customer champion: understand customer workflows, integrations, data flows, and environment constraints.
• Partner with Product/Engineering to scope solutions, troubleshoot issues, and guide customers on best practices.
• Translate customer needs into clear technical requirements, user stories, and prioritized feedback.

• Design and implement customer journeys across channels (email/CRM, in-app guides, webinars, community, support, CSM QBRs).
• Define the lifecycle stages (onboarding ? activation ? adoption ? expansion) and build playbooks for each stage.
• Track journey performance and continuously re-iterate based on data: test messaging, timing, channel mix, and interventions.

• Build dashboards and success metrics: health scoring, cohort adoption, churn risk signals, feature usage, NPS/CSAT, support trends.
• Identify leading indicators and run proactive outreach based on triggers (usage drop, stalled onboarding, ticket spikes).
• Maintain clean CRM/CS data hygiene: activities, risks, notes, renewals, stakeholders, success plans.

• Run QBRs/EBRs and build executive relationships across customer orgs.
• Collaborate with Sales on expansions and renewals; partner with Support on escalations; align with Product on roadmap feedback.
• Mentor junior CSMs and help improve the Customer Success playbooks and operating rhythm.

• 610+ years in Customer Success / Implementation / Solutions / Technical Account Management for B2B SaaS.

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• Strong technical foundation: comfortable with APIs, webhooks, integrations, data schemas, and debugging customer issues.
• Proven experience building and optimizing customer journeys across multiple channels and lifecycle stages.
• Strong analytics mindset: ability to define metrics, create health scoring, interpret data, and run experiments.
• Excellent stakeholder management: can drive alignment with execs and day-to-day admins/users.

• Healthcare domain experience (EHR/EMR, care delivery workflows, patient engagement, payer/provider ecosystems).
• Experience with security/compliance contexts (HIPAA, SOC2, ISO, data privacy) and enterprise implementation rigor.
• Experience with tools like: Salesforce/HubSpot, Gainsight/Totango, Zendesk/Freshdesk, Mixpanel/Amplitude, Looker/Tableau, CDPs.

• Reduced onboarding time and improved activation/adoption metrics.
• Improved retention and expansion performance across your book.
• Clear, measurable customer journeys with triggers, playbooks, and dashboards.
• Strong product feedback loop that improves roadmap prioritization and customer outcomes.

Technical Customer Success Implementation Journey Mapping Lifecycle Marketing Alignment Health Scoring Product Adoption Integrations/APIs Analytics QBR/EBR Churn Risk Management Playbooks Multi-channel Engagement