Customer Success Manager, NexHealth

• 2+ years of experience in Customer Success, Account Management, Implementation, or Onboarding
• Strong discovery, communication, and consultative problem-solving skills
• Comfort engaging customers via phone, video, and written communication
• Experience working in structured workflows and CRMs (HubSpot preferred)
• Ability to analyze usage data and translate insights into action
• Strong time management and follow-through in a high-volume environment

Desirable

• The Customer Success Manager, SMB is responsible for proactively identifying, engaging, and stabilizing customers who show early signs of adoption risk
• This role focuses on preventing churn through structured outreach, consultative discovery, re-onboarding, and adoption recovery, ensuring customers realize sustained value from the products they’ve already purchased
• This is a highly process-driven role that blends customer-facing consultative work with disciplined case management and data-informed decision-making
• Success is measured by adoption recovery, customer health improvement, and workflow execution
• Proactive Risk Identification & Qualification:
• Manage a queue of Risk Mitigation tickets generated through automated workflows and internal referrals
• Validate eligibility based on adoption thresholds, customer needs, and willingness to engage
• Assess underutilized SKUs, usage vs. entitlements, and customer readiness for remediation
• Prioritize risk cases based on severity, impact, and urgency
• Customer Engagement & Discovery:
• Execute structured multi-touch outreach campaigns using HubSpot (email, calls, sequences)
• Conduct discovery calls to uncover root causes of product underutilization
• Build trust and credibility through empathetic, consultative conversations
• Clearly set expectations, agendas, and next steps with customers
• Re-Onboarding, Training & Solutioning:
• Deliver training, reimplementation, or optimization sessions tailored to customer workflows
• Configure tools and demonstrate best-practice usage across relevant features
• Develop and document success plans aligned to customer goals and daily operations
• Gain customer buy-in and commitment to adoption milestones
• Adoption Monitoring & Follow-Up:
• Monitor post-consultation usage through dashboards and reporting tools
• Proactively intervene if adoption stalls or regresses
• Adjust success plans based on usage trends and customer feedback
• Graduate customers once adoption milestones are achieved
• Case Management & Documentation:
• Maintain accurate and timely documentation in HubSpot across all required fields
• Log outreach, meetings, discovery findings, success plans, and closure summaries
• Ensure clean case closures with clearly defined outcomes and learnings
• Contribute to accurate reporting and visibility for leadership