[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Kipu Health is seeking a Senior Customer Success Manager who will be responsible for driving long-term value, retention, and expansion for a portfolio of high-value customers. This strategic role involves deep product knowledge and data analysis to influence customer outcomes and revenue growth while managing relationships with executive stakeholders.ResponsibilitiesOwn the end-to-end success of a strategic book of business, including retention, expansion, and long-term customer outcomesDevelop and execute multi-quarter success plans aligned to customer business objectives, clinical outcomes, and financial goalsDrive long-term strategic initiatives with customers, translating vision into actionable roadmaps and measurable success metricsAct as a trusted advisor to executive stakeholders, influencing decision-making and guiding customers through changeAnalyze customer usage, adoption, and performance data to identify trends, risks, and opportunitiesInterpret complex product and customer data to drive recommendations that improve adoption, operational efficiency, and outcomesLeverage insights to inform strategy and proactive engagementUse data to tell compelling stories that drive alignment and action with customers and internal teamsDrive deep and sustained adoption of core and advanced platform capabilities, including EMR, CRM, RCM, KCOM, and KIP solutionsIdentify and qualify expansion opportunities through discovery, usage analysis, and business case developmentPartner with Sales and Account Management to position, scope, and support upsell and cross-sell opportunitiesEnsure customers realize measurable value from new features, workflows, and product enhancementsDemonstrate strong financial acumen, including understanding customer economics, ARR, renewals, and payment termsPrioritize efforts based on revenue impact, customer health, and strategic importanceContribute to forecasting and retention planning with accuracy and accountabilityLead complex investigations into customer issues, identifying root causes across product, process, and peopleOwn and drive resolution of high-impact issues and escalations, ensuring timely communication and stakeholder alignmentDe-escalate difficult situations with empathy, professionalism, and confidencePartner cross-functionally with Support, Product, Engineering, and Operations to resolve systemic issues and prevent recurrenceLead and structure executive-level conversations, including QBRs, strategic reviews, and risk discussionsConduct effective discovery by asking probing, consultative questions that uncover true customer needs and challengesExplain complex technical, operational, and compliance concepts clearly to both technical and non-technical audiencesCommunicate cross-functionally to advocate for customers while balancing company prioritiesDeliver clear, concise, and professional written and verbal communication at all levelsBuild strong, trusted relationships with customer champions, decision-makers, and executive sponsorsDemonstrate empathy and emotional intelligence in all customer interactionsServe as the internal voice of the customer, influencing product direction and process improvementsFoster long-term partnerships that position the company as a strategic ally, not just a vendorSkills5–8+ years of experience in Customer Success, Account Management, or a related customer-facing role within SaaSProven success managing strategic or enterprise-level accountsDemonstrated ability to drive retention, expansion, and customer outcomesStrong analytical, financial, and business acumenExperience working cross-functionally with Sales, Product, Support, and EngineeringBachelor's degree or equivalent experience requiredStrong understanding of behavioral health / SUD workflows, regulations, and business driversCompany OverviewKipu Health provides behavioral health treatment software solutions. It was founded in 2012, and is headquartered in Miami, Florida, USA, with a workforce of 201-500 employees. Its website is https://www.kipuhealth.com.