Customer Success Manager

Summary

Join Steer Health, a company redefining hospital and health system patient engagement through AI-driven automation, as their SMB Customer Success Manager. You will be the primary contact for small to mid-sized healthcare clients, guiding them through onboarding, adoption, retention, and growth. Manage a high volume of accounts, balancing proactive engagement with support coordination, and identifying opportunities to drive product usage and upsells. Collaborate with Sales, Implementation, and Product teams to ensure customer value. This fast-paced role requires strong operational instincts and a passion for customer success. You will lead onboarding, drive adoption of Steer’s tools, monitor account health, own renewals and upsells, and coordinate internally to resolve issues. Gather customer feedback to influence product development.

Requirements

• 3+ years of experience in Enterprise/Group Customer Success or Account Management, preferably in SaaS
• Experience working with SMB clients in a high-volume, tech-enabled CSM environment
• Familiarity with healthcare workflows or healthcare tech
• Strong communicator who can engage everyone from office admins to clinical leadership
• Highly organized and able to manage multiple customers and priorities simultaneously
• Comfortable working with CRM tools (HubSpot, etc) and Engineering tools (Jira)
• Self-starter who thrives and adapts quickly in a startup setting

Responsibilities

• Manage a portfolio of small- to mid-sized healthcare clients, serving as their main point of contact
• Lead onboarding in partnership with the Implementation team, ensuring a smooth and timely go-live
• Collaborate with Sales on handoffs to ensure customers are set up for success from day one
• Drive adoption of Steer’s tools by educating and enabling end users on best practices
• Proactively monitor account health and usage data to identify risks or growth opportunities
• Own renewals and support upsell conversations aligned with client goals and needs
• Coordinate internally with Sales, Product, and Support to resolve issues quickly and efficiently
• Execute scaled CSM motions like training webinars, QBR templates, email nurture sequences, etc
• Gather feedback and advocate for customer needs to influence product roadmap and support documentation

Benefits

• Impactful Work: Help hospitals and health systems use technology to improve care delivery and operational outcomes
• High Ownership: You’ll be the strategic lead and go-to contact for some of our most important customers
• Startup Agility: Join a nimble, collaborative team where your ideas and initiative will shape how we grow
• Flexibility: Fully remote role with flexible hours and strong autonomy
• Career Growth: Significant opportunity to grow your career as Steer scales