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Customer Success Manager

Remote

Job Type

Full Time

Workspace

Remote

About the Role

Position Summary
We are seeking a Customer Success Manager to manage all post-sale customer activities and ensure customer success, satisfaction, and growth. This role will oversee customer relationships, guide implementation, and manage customer adoption strategies to deliver measurable outcomes. As the first Customer Success Manager on the team, you will develop scalable processes, foster strong relationships with clients, and drive customer retention and growth.

The ideal candidate has previous startup experience in a customer success role in SaaS healthcare or edtech companies. You excel at managing complex accounts and projects, balancing technical workflows with building authentic customer relationships.

Requirements

  • Key Responsibilities


    Customer Relationship Management:

    • Develop and nurture customer relationships to ensure successful program adoption, engagement, and renewals.

    • Serve as the relationship manager of Empathetics for our customers, ensuring customers feel heard, valued, and supported.

    • Proactively communicate with customers, anticipate challenges, and act as a reliable partner in achieving their goals.

    Implementation and LMS Management:

    • Guide customers through program implementation, onboarding, and course rollouts with clear timelines and expectations.

    • Learn and master Salesforce and Absorb LMS to serve as a technical expert for our customers.

    • Use the learning management system to track customer engagement and completion metrics, generating reports and insights to support customer goals.

    Retention and Expansion:

    • Identify opportunities for upsell and expansion within customer organizations.

    • Develop customer success strategies to drive renewals and maintain strong customer retention rates.

    • Provide quarterly business reviews (QBRs) or success updates, highlighting customer ROI and opportunities for growth.

    Data-Driven Problem Solving:

    • Monitor customer progress, engagement metrics, and milestones, using data to address gaps and offer strategic solutions.

    • Troubleshoot Salesforce and LMS-related issues, maintaining clean data systems and sharing actionable insights.

    • Respond promptly and thoughtfully to customer support inquiries, turning challenges into opportunities to strengthen relationships.

    Process Development and Documentation:

    • Develop and document clear, repeatable processes for customer onboarding, support, and Salesforce/LMS operations in preparation for a larger team.

    • Share insights and best practices with leadership and teammates, becoming a knowledge hub for customer workflows.


    Required Skills and Qualifications

    • 2-5 years of experience in a Customer Success, Account Management, or Implementation role, particularly in SaaS, healthcare, edtech, or professional training environments.

    • Familiarity with Salesforce and Absorb LMS or similar technology platforms.

    • Strong project management skills with the ability to manage multiple customers and projects simultaneously.

    • Excellent communication and interpersonal skills, with a proven ability to build trust-based relationships.

    • An empathetic and customer-centric approach, committed to delivering solutions that drive real impact.

    • Self-starter with operational excellence and a growth and abundance mindset.


    Preferred Qualifications

    • Prior experience working in a startup.

    • Prior experience working in healthcare or healthcare SaaS solutions.

    • Bachelor’s degree or equivalent experience in business, healthcare management, or related fields.

    • Demonstrated ability to balance technical work with support for customers.

    • You must be a kind and collaborative individual with a sense of humor who is willing to work hard.


    Why Join Us?

    • Be part of a mission-driven team focused on delivering empathy.

    • Opportunity to grow with the company as a foundational member of the Customer Success team, with potential to develop into a team lead or manager role.

    • Collaborative, innovative, and supportive company culture.

    • Competitive salary and opportunities for career growth.


    Please send your resume to careers@empathetics.com


    Empathetics is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

About the Company

The Empathetics mission is to make empathy the heart of every interaction—empowering 25 million healthcare professionals to communicate better, build stronger connections, and thrive in workplaces they’ll never want to leave.

We are at the crossroads of the healthcare workforce and technology, committed to transforming the workplace and creating workforce stability through innovative, science-based tools. We empower teams to create workplaces where people feel valued, communicate effectively, and thrive by rebuilding the human connections that foster belonging, trust, and collaboration.

As a company, we live our values every day:

Empathy First: We lead with empathy, putting people at the center of everything we do.

Customer-Centric Mindset: Our customers are at the heart of everything we do. We listen, adapt, and design with care to create solutions that truly serve their needs.

We are growing rapidly and looking for team members who are passionate about making a real impact in healthcare organizations.

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