• Recruit, develop, and lead the Customer Success Manager team, setting clear performance standards and owning the team's results against them. • Run the Customer Success operating cadence, including team huddles, the deep dive and escalation sync, and weekly one-on-ones with each Customer Success Manager. • Coach the team on account strategy, de-escalation, and provider conversations, and build the playbooks, templates, and standards the team runs on. • Manage book allocation and workload across the team so coverage stays balanced and no account goes unattended. • Own the green, yellow, and red health standard across the Nsight book and hold the team accountable to keeping accounts green, including a direct line to every decision maker. • Own the retention number for the book, driving cancellation prevention through the team and stepping in personally on the accounts where the stakes are highest. • Serve as the senior escalation point above the front line, personally engaging providers with clinical and commercial credibility on the highest-stakes accounts. • Help shape the Customer Success reporting and dashboards in HubSpot and the green, yellow, and red account status definitions.

• Support the client onboarding process, from leadership conversations, clinical workflow integration, to go-live support. • Deliver engaging, hands-on training to healthcare providers and clinical staff (in-person and virtually) and provide support for live customers. • Build strong, long-term relationships with clients; serve as their go-to resource for best practices, product usage, and troubleshooting. Monitor key success metrics and growth, maintaining high customer satisfaction. • Drive adoption and expansion opportunities by understanding each client’s unique needs and aligning them with our solutions.

• You support e-commerce entrepreneurs daily by onboarding them to our software via video calls and email. • Ensure high customer satisfaction through clear and friendly communication. • Identify recurring issues and contribute to improving our solutions. • Work closely with the Customer Support team to guarantee customer satisfaction.

• Ensure the success and satisfaction of health system and hospital clients. • Manage client relationships and oversee the implementation process. • Drive project management initiatives to enhance client experience and operational efficiency. • Respond to all client inquiries and address needs in a timely manner. • Prepare account management-related documents and follow-ups from client meetings. • Ensure discussions are documented and follow-ups are delivered within timelines. • Maintain records of project information and objectives of assigned clients. • Adhere to procedural and quality standards. • Utilize project management skills to track milestones and deliverables. • Oversee and manage all ID Card processes and issues.