Customer Success Manager at Passage Health · LumiJobs

Responsibilities

As a Customer Success Manager (CSM), you will play a pivotal role in shaping the future of our customer team. This is an exciting opportunity to help refine and evolve our customer function, where you'll navigate ambiguity with a proactive, solutions-oriented mindset, untangle tricky customer problems, and directly contribute to our customers' success.. You’ll bring curiosity and drive as you collaborate with cross-functional teams to ensure successful implementations, form trusted partnerships, and help guide product improvements through customer feedback.
What Success Looks Like
Customer Onboarding: Own the end-to-end customer onboarding process for a portfolio of customers, ensuring timely and seamless transitions, and proactively guiding customers through challenges.
Customer Success: Build and maintain strong relationships with a wide range of customer stakeholders, acting as their trusted advisor and point of contact. Monitor engagement, drive adoption, and surface issues early so customers stay and grow with us.
Customer Support: Partner with our Support team to develop clear documentation and hands-on guidance that helps top-tier customers navigate complex workflows with confidence.
Product Feedback & Improvements: Gather valuable insights and feedback from customers to help shape product enhancements, acting as the customer’s voice within our team.
Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to deliver a smooth, high-quality customer experience.
What You’ll Bring
Experience: 3–5 years in Customer Success, Onboarding, Implementation, or a similar customer-facing role, ideally in SaaS or healthcare technology.
Customer-Centric Mindset: Strong passion for helping customers succeed, backed by a track record of building lasting relationships and delivering real outcomes.
Complex Problem-Solving: A talent for breaking down thorny, multi-stakeholder customer challenges, thinking critically, and seeing them through to resolution.
Drive & Comfort with Ambiguity: An ownership mindset that thrives amid the ambiguity of a young company still finding its shape—taking initiative, moving quickly, and following through with care.

Customer Success Manager

Responsibilities

Qualification

Required

Benefits

Company

Passage Health

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