Customer Success Manager

Summary

Join Movemedical, a leading advanced inventory management platform for the medical device industry, as a Customer Success Manager (CSM). You will own the success, retention, and expansion of a portfolio of high-potential customer accounts ($500K–$2M ARR). As a CSM, you will ensure ROI realization, deepen adoption, manage escalations, and position for expansion. You will work closely with various internal teams and serve as a proactive leader, driving alignment and building value-based client relationships. Your portfolio may include 5–6 accounts at varying stages of implementation and maturity. This role requires significant client interaction and up to 50% travel.

Requirements

• 6+ years of experience in account management, customer success, or strategic consulting roles within an enterprise SaaS or Healthtech environment
• Demonstrated ability to manage and grow complex accounts with multiple stakeholders and technical workflows
• Outstanding communication and executive presentation skills, with the ability to influence senior level stakeholders
• Strong analytical skills with the ability to create compelling ROI narratives and strategic roadmaps
• Proven success in coordinating internal teams to deliver complex client outcomes
• Willingness to travel up to 50% for client meetings, strategic reviews, or industry events

Responsibilities

• Build and nurture multilevel client relationships, including day-to-day contacts and C suite executives, to develop deep, trust based partnerships
• Serve as the primary point of contact for a portfolio of strategic customers, ensuring alignment between client goals and platform capabilities
• Conduct regular Executive Business Reviews (QBRs) to surface insights, reinforce value delivery, and align upcoming strategic initiatives
• Understand client business objectives, challenges, and workflows to implement solutions that deliver real ROI
• Monitor platform adoption and success metrics, identifying gaps or growth opportunities proactively
• Advocate for client needs internally while also helping clients adapt to evolving platform features and best practices
• Coordinate with cross functional teams (Product, Engineering, Implementation, Support) to ensure timely and effective delivery of solutions and services
• Stay informed on roadmap developments and communicate upcoming enhancements to clients as value enabling opportunities
• Support clients change management efforts during platform upgrades or business transformations
• Own account health metrics, usage analytics, customer satisfaction scores, and risk signals
• Identify, quantify, and present expansion opportunities based on data backed insights and customer growth trends
• Ensure all contractual KPIs and SLAs are met or exceeded

Preferred Qualifications

• Bachelor's degree in business, Healthcare Administration, or related field
• Experience in the medical device ecosystem (hospital systems, surgical services, or device manufacturers)
• Familiarity with CRM systems, customer success tools, and value tracking frameworks
• Background in process improvement, strategic planning, or project management

Benefits

• Healthcare (M,D,V)
• Wellness Programs
• 401k
• Flexible PTO
• Stipends for fitness activities, snacks, your at-home workspace and more!