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Kipu Health · 5 days ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

Kipu Health is focused on advancing behavioral health care in communities through innovative solutions. The Customer Success Manager is responsible for managing customer relationships, ensuring product adoption, and driving customer success outcomes.

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Responsibilities

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

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

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

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

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

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

Qualification

Customer Success ManagementData AnalysisSaaS ExperienceAccount ManagementHealthcare ExperienceAnalytical SkillsRelationship ManagementOrganizational SkillsCross-Functional Collaboration