Customer Success Manager

Location: New York, NY
Work Model: Onsite (five days flexible); travel to client sites as needed
Industry: Healthcare SaaS / AI
Compensation: Competitive base + performance bonus (final structure shared during process)

About the Company

Our partner is a Series A-stage healthcare technology company building an AI-native platform that helps large-scale care providers operate more efficiently and deliver better outcomes. The team is lean and execution-driven, with a culture centered on ownership, speed, and tight feedback loops between customers and product. With growing enterprise adoption, they are investing in customer-facing leaders who can deliver exceptional outcomes and build scalable post-sale playbooks.

The Opportunity

Our partner is hiring a Strategic Partnerships (Enterprise CSM) leader to own a small portfolio of large enterprise customers post-sale. This is a high-touch, hands-on role focused on driving successful rollouts, adoption, and long-term account health-serving as the customer's primary advocate and "speed dial" partner. While this role does not carry a traditional sales quota, it will influence expansion through strong partnership management and successful deployments.

This role is intentionally not a "unicorn" technical profile; the Strategic Partnerships lead will work closely with a dedicated technical counterpart (FDE) to support implementations. You'll have meaningful ownership in defining how enterprise customer success scales as the company brings on its first cohort of enterprise clients.

Responsibilities

• Own a small set of enterprise accounts post-sale, serving as the primary relationship owner and internal advocate
• Lead implementation planning and customer onboarding in partnership with technical teams
• Travel to key customers as needed to support deployments, adoption, and executive alignment
• Proactively identify risk, unblock issues, and coordinate cross-functional resources to drive outcomes
• Build and iterate enterprise CS playbooks, processes, and customer communication cadences
• Maintain tight feedback loops between customers and internal teams to inform product and process improvements
• Track account health and engagement, and support expansion by driving deeper adoption over time
• Document repeatable processes so the motion scales beyond a single operator

Requirements

• 3-7 years of Customer Success experience, with meaningful enterprise or high-touch account ownership
• Strong ability to manage complex, multi-stakeholder relationships and drive structured execution
• High ownership mindset; able to operate with autonomy and move quickly in an evolving environment
• Comfort being highly responsive and accountable to customer outcomes
• Startup experience strongly preferred
• Ability to work onsite in NYC (five days flexible) and travel as needed

Nice to Have

• Consulting or other client-facing background with strong program management instincts
• Experience in fast-growing SaaS environments or early enterprise motions
• Comfort working alongside technical teams and communicating technical concepts clearly (without being the implementer)