Customer Success Manager
Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, but it is through our people that we truly make a difference.
Role Overview
The Customer Success Manager (CSM) owns the success, retention, and adoption of a defined portfolio of customers. This role operates with a high degree of independence and is responsible for proactively managing customer health, driving adoption, and identifying risks and opportunities. The CSM balances relationship management, data analysis, and execution while partnering cross-functionally to deliver customer outcomes and business results.
Key Responsibilities
Customer Ownership & Relationship Management
- Own a portfolio of customers with varying levels of complexity.
- Build trusted relationships with customer stakeholders and champions.
- Serve as the primary point of contact for customer success needs.
Strategic Success Planning
- Develop and execute success plans aligned to customer goals and product usage.
- Conduct structured discovery to understand customer workflows, challenges, and priorities.
- Lead customer meetings including onboarding reviews, health checks, and QBRs.
Product Adoption & Value Realization
- Drive adoption of core and advanced product capabilities across products.
- Translate customer goals into product use cases and success metrics.
- Identify and recommend opportunities to improve efficiency, outcomes, and ROI.
Data Analysis & Risk Management
- Analyze usage, engagement, and customer data to assess health and predict risk.
- Proactively identify at-risk accounts and execute mitigation plans.
- Maintain accurate documentation and reporting in CRM and customer success tools.
Commercial Awareness
- Support renewals and identify expansion opportunities in partnership with Sales.
- Demonstrate financial acumen related to ARR, renewals, and customer value.
- Escalate payment or contractual concerns appropriately.
Issue Resolution & Cross-Functional Collaboration
- Lead investigation and resolution of customer issues within defined scope.
- Coordinate with Support, Product, and Engineering teams to resolve issues.
- Advocate for customer needs while balancing internal priorities.
Qualifications
- 3–5+ years of experience in Customer Success, Account Management, or a related SaaS role
- Experience managing a book of business independently
- Strong analytical and organizational skills
- Comfort working in a cross-functional, fast-paced environment
- Healthcare or regulated SaaS experience preferred
- Bachelor’s degree or equivalent experience required
Benefits & Compensation
- Flexible paid time off.
- 11 Paid Holidays.
- Health, Dental, Vision, Disability, and Life Insurance.
- Parental Leave.
- Pet Insurance.
- 401(K) with Company Match.
Kipu Promise
In an environment of rapid change, millions are struggling to cope. Kipu is here to help. Having shaped the industry for 10 years, today we focus on advancing our New Vision for the behavioral health ecosystem, evolving how it operates, interacts, communicates, and heals.
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