[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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