Customer Success Manager

About Nobi USA
Nobi USA is a pioneering company in AgeTech and the developer of the Nobi Smart Light, a cutting-edge technology designed to empower elderly individuals, their families, and senior care providers. Our mission is to provide discreet, responsive solutions that deliver care when needed, while maintaining independence and dignity. Through innovation and collaboration, we ensure our products meet the unique needs of our customers and establish a globally recognized brand.

Customer Success Manager
Reports to: Head of Customer Success
Location: Hybrid / Remote

About Nobi
At Nobi, we're redefining care through smart lighting technology that enhances safety,
dignity, and independence for older adults. Our mission extends beyond the product —
it's about building lasting partnerships with senior living communities that drive better
outcomes for residents and caregivers alike.
The success of Nobi depends not only on our innovation, but on the relationships we
build, the value we deliver, and the results our customers achieve.
Position Summary
The Customer Success Manager (CSM) serves as the strategic partner and trusted
advisor for Nobi's senior living customers, guiding them through onboarding, adoption,
and measurable success while identifying opportunities for continued growth and
expansion.
This role combines relationship management, consultative problem-solving, and
commercial ownership. The CSM ensures each community achieves meaningful
outcomes with Nobi, drives retention and advocacy, and contributes to company growth
through renewals and expansion opportunities.

Key Responsibilities
Customer Partnership & Relationship Management
 Serve as the primary point of contact for assigned customer communities,
developing trusted relationships with executive, clinical, and operational leaders.
 Act as the customer's advocate within Nobi, ensuring alignment across
Implementation, Product, Support, and Operations.
 Maintain a consistent engagement cadence with customer communities,
including strategic check-ins and impact discussions that reinforce value and
partnership.
 Become an expert in the customer's operations and challenges, translating their
goals into measurable success plans with Nobi.

Lifecycle Management & Adoption
 Partner with Implementation on a seamless handoff post-installation and ensure
an exceptional onboarding experience.
 Guide customers through adoption milestones - providing training, engagement
strategies, and best practices that drive utilization and confidence.
 Monitor customer health metrics (adoption, engagement, usage, ROI, sentiment)
and proactively address risks or barriers.

Retention, Renewal, and Growth
 Own retention and renewal outcomes for assigned accounts, maintaining visibility
into customer health, satisfaction, and commercial status.
 Identify whitespace and expansion opportunities within existing communities by
demonstrating ROI, impact data, and value alignment.
 Collaborate with Sales and Leadership on renewal forecasting, expansion
proposals, and advocacy initiatives.
 Consistently deliver growth results tied to account retention, upsell, and
expansion metrics (e.g., NRR, churn reduction).

Insights, Collaboration & Process Improvement
 Gather Voice-of-Customer feedback and translate insights into actionable
recommendations for Product, Support, and Operations.
 Partner cross-functionally to resolve escalations swiftly and empathetically,
reinforcing customer trust.
 Report customer trends, risks, and opportunities through data-driven dashboards
and executive summaries.
 Contribute to the continuous improvement of internal tools, playbooks, and
success frameworks as Nobi scales.
Qualifications
 Bachelor's degree in business, Communications, or related field (or equivalent
experience).
 4–6 years in Customer Success, Account Management, or client-facing roles
within SaaS or Health-Tech environments.
 Demonstrated success driving retention and growth through consultative,
relationship-based account management.

 Strong executive-level communication and presentation skills; confident
engaging with diverse stakeholders.
 Experience with CRM and engagement tools (Salesforce, HubSpot, Zendesk, or
similar).
 Analytical and data-driven, able to translate insights into action and outcomes.
 Empathetic, adaptable, and motivated by helping customers achieve measurable
success.
Success in This Role Looks Like
 Customers experience a smooth onboarding and achieve measurable ROI within
the first 90 days.
 Adoption, retention, and NRR targets are consistently met or exceeded.
 Customers proactively engage in renewals, expansions, and advocacy programs.
 You are viewed as a trusted partner — proactive, strategic, and integral to the
customer's success.
 Internal teams see you as the voice of the customer and a driver of cross-
functional collaboration.
What We Offer
 Competitive salary with performance-based incentives tied to customer outcomes
and growth.
 Comprehensive health, dental, vision, and retirement benefits.
 Professional development, training, and clear pathways for advancement.
 The opportunity to help shape the Customer Success function at a high growth,
mission-driven health-tech company.

Nobi combines optical care sensors and artificial intelligence in a stylish, life-saving light that fits seamlessly into any interior. Nobi empowers elderly to live longer. In care facilities, it supports busy caregivers by taking over repetitive, administrative tasks and summarizing important parameters in one easy form.