Customer Success Manager

TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare with our innovative technology. We believe in empowering our customers through inventive solutions and a commitment to excellence. Our young, rapidly growing team is looking for passionate professionals who thrive in a dynamic, innovative, and collaborative environment.

Summary of Role

The Customer Success Manager (CSM) is the primary point of contact for a portfolio of TeamBuilder customers, ensuring they achieve measurable value and ROI from our platform. The CSM owns the customer success relationship from onboarding through renewal, providing advisory support during implementation to align with success goals and delivering hands-on "how-to" platform training and operating model playbook sessions to drive adoption. Post-go-live, the CSM proactively manages account health, conducts QBRs, and champions customer satisfaction, retention, and growth. This role is highly customer-facing and requires expertise in relationship management, training, change management, data analysis, and operational execution. The CSM partners closely with Sales, Implementation, Product, and Support teams.

Key Responsibilities

Customer Relationship Management & Engagement

· Serve as the trusted advisor and main point of contact for assigned customer accounts (Enterprise, SMB, Partner), building strong relationships with medical group leaders, clinical leaders, practice managers, and administrators.

· Lead regular check-ins, business reviews (QBRs), and data-driven discussions to ensure customers are achieving their goals and realizing value from TeamBuilder.

· Proactively identify risks, address challenges, and surface opportunities for upsell, expansion, or improved adoption.

Training & Enablement

· Engage early in the customer lifecycle, partnering with Implementation teams to ensure successful onboarding and adoption that lead to ROI, goals achievement, and customer satisfaction.

· Partner with Implementation Analysts to lead and deliver in-person and virtual training sessions for super users, managers, and frontline staff during implementation, tailoring content to customer needs and practice realities.

· Develop and maintain training materials, user guides, and best practices to support ongoing customer education and enablement

· Support change management efforts with managers and schedulers, helping practice managers and staff transition from legacy processes to TeamBuilder's digital platform.

· Support change management efforts with leadership, embedding the TeamBuilder Operating Model playbook in the early phases of Implementation and supporting adoption of it throughout the customer lifecycle.

Customer Success & Value Realization

· Monitor customer health metrics, usage data, and feedback to ensure customers are on track to achieve desired outcomes.

· Monitor customer platform Insights data to identify trends and interesting dynamics that can lead to value creation.

· Collaborate with Product and Support teams to resolve issues, advocate for customer needs, and share insights for product improvement.

· Drive customer retention and satisfaction by ensuring customers are fully utilizing TeamBuilder's features and realizing measurable ROI.

· Facilitate customer feedback sessions and contribute to the continuous improvement of onboarding, training, and support processes.

Operational Excellence & Team Collaboration

· Maintain accurate records of customer interactions, account status, and key activities in CRM and Project Management platforms (e.g., Asana).

· Contribute to the development and refinement of customer success playbooks, onboarding processes, and training programs.

· Participate in cross-functional projects to improve the customer journey and scale TeamBuilder's customer success operations.

Ideal Experience and Background

· Experience in customer success, account management, or implementation roles within healthcare SaaS or healthtech environments (ambulatory experience and interaction with Practice Managers strongly preferred).

· Proven ability to build relationships with healthcare leaders, practice managers, and frontline staff.

· Hands-on experience designing and delivering training programs for diverse audiences.

· Strong project management, organizational, and communication skills.

· Comfort with data analysis, customer health metrics, and driving process improvement.

· Willingness and ability to travel for in-person training and customer engagements as needed.

Culture

We foster a collaborative, engaging, mission-driven culture that values innovation and prioritizes customer success.

Additional Information

· Job Type: Full-time, Exempt, Remote, Travel Required

· Compensation: Competitive including paid time off, healthcare benefits, 401k and the potential for performance and discretionary bonuses, and/or equity.