Customer Success Manager, National at Kontakt · LumiJobs
mid
H1B: no
Kontakt Customer Success Manager at Kontakt.io managing post-deployment success for strategic national healthcare customers. Drives adoption, value realization, renewals, and expansion across the platform.
Responsibilities
The Customer Success Manager - National Accounts owns the post-deployment success of strategic national healthcare customers. This role partners closely with clinical, operational, IT, and executive stakeholders to drive adoption, value realization, measurable ROI, renewals, and expansion across Kontakt.io’s platform.
Strategic Customer Ownership
Manage a portfolio of strategic national healthcare customers post-deployment, serving as a trusted long-term partner.
Develop and execute outcome-driven success plans aligned to customer goals around safety, asset visibility, operational efficiency, and return on investment (ROI).
Build strong relationships across clinical, operational, IT, and executive stakeholders.
Guide customers through post-go-live adoption, optimization, and expansion, ensuring sustained value realization.
Proactively identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction.
Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth.
Customer Success Practice & Scale
Contribute to the ongoing evolution of Kontakt.io’s national Customer Success practices, with a focus on consistency, scalability, and ROI-driven outcomes.
Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement.
Translate complex customer data and outcomes into clear ROI narratives, best practices, and playbooks for the broader CS organization.
Qualification
Experience in healthcare technologyExperience driving adoptionDemonstrated executive presenceLogistics
Required
6+ years of Customer Success experience in the healthcare space, supporting national healthcare organizations.
Self-starter with the ability to hit the ground running, operate independently with a high level of autonomy, and take ownership of customer relationships and outcomes in a fast-paced, growth-stage environment.
Comfortable operating in an environment of continuous change, while remaining effective and impactful for customers.
Experience in healthcare technology, including supporting technology and SaaS platforms, within complex healthcare environments.
Strong understanding of healthcare workflows, customer lifecycle management, renewals, and expansion strategies.
Experience driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms.
Demonstrated executive presence, with the ability to engage senior leaders, lead strategic conversations, and articulate value and ROI at the executive level.
Strong problem-solving skills with an ownership-oriented mindset.
Experience using Salesforce or similar enterprise CRM tools.
Logistics, Perks & Benefits
This is a remote role with regular travel (about 30–40%) to meet customers.
Equity in a high-growth company scaling toward $100M+ ARR and backed by leading investors.
