Customer Success Manager

Company: Prospyr Medical
Location: Remote (US)

About Prospyr

Prospyr Medical is building the operating system for medical aesthetics and wellness. We replace fragmented EMRs, POS systems, payments tools, and analytics with a single, modern platform designed for how practices actually run.

Our customers rely on Prospyr to power revenue, operations, and patient experience. Customer Success is not a support function here — it’s a growth engine and a direct input into product strategy.

We’re looking for a Customer Success Manager who is equal parts operator, consultant, and product partner.

You’ll own high-impact customer relationships end-to-end: driving outcomes, pushing adoption, surfacing product gaps, and helping shape what we build next. This role is hands-on, fast-moving, and highly cross-functional — ideal for someone who likes ambiguity, ownership, and real influence.

Own Customer Outcomes & Growth

• Act as the strategic partner for a portfolio of high-value customers

• Drive retention, expansion, and long-term customer value — not just “happiness”

• Identify risks early, create action plans, and push customers toward measurable ROI

• Lead QBRs, success plans, and executive-level conversations with practice owners and operators

Build Scalable Customer Education

• Create scalable onboarding and education programs that reduce dependency on 1:1 support

• Develop playbooks, workflows, and best-practice guides for complex operational use cases

• Turn real customer learnings into repeatable content that helps every customer succeed faster

Drive Product Adoption

• Lead adoption of new features, AI tools, and workflows across your book of business

• Own customer-facing rollout strategy for major product launches

• Help customers rethink and modernize their internal processes to fully leverage Prospyr

Influence the Product Roadmap

• Be the voice of the customer in product discussions — grounded in real usage

• Work directly with Product and Engineering to translate customer problems into solutions

• Participate in betas, pilots, and early feature testing with customers

• Close the loop: validate that what we ship actually solves the problem

Operate Cross-Functionally

• Collaborate with Support, Implementation, and Marketing to improve the full customer lifecycle

• Help define Customer Success processes, metrics, and tooling as the company scales

Required

• 3–6+ years in Customer Success, Account Management, or similar roles in B2B SaaS or in Management Consulting

• Proven ability to drive retention, expansion, and adoption in complex products

• Comfort operating in ambiguity and building process where none exists

• Strong communication skills

• Bias toward action, ownership, and accountability

Preferred

• Experience working closely with Product and Engineering teams

• Familiarity with EMR, POS, payments, subscriptions, or analytics platforms

• Direct influence on customers, product direction, and company trajectory

• Ownership and autonomy — this role shapes how Customer Success works at Prospyr

• A fast-growing company with real product-market fit and deeply engaged customers

• Competitive compensation, equity, and benefits

• Remote-first, high-trust, execution-focused culture