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Kipu Health · 1 day ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level

5+ years exp

Kipu Health is dedicated to improving the behavioral health landscape by empowering treatment centers and patients. The Senior Customer Success Manager will be responsible for driving long-term value and retention for a portfolio of high-value customers, utilizing data analysis and executive-level communication to enhance customer outcomes.

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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

Qualification

Customer Success ManagementData AnalysisFinancial AcumenSaaS ExperienceBehavioral Health KnowledgeExecutive CommunicationCross-functional CollaborationRelationship BuildingProblem Solving