Customer Success Manager, SMB

What you’ll do

• Deliver consistent, high-quality onboarding experiences across your book of business using established playbooks, ensuring customers reach first value quickly.
• Track time-to-activation and activation rates across your portfolio, intervening early when customers aren’t progressing.
• Run engaging training sessions for clinicians and operational staff that drive genuine adoption, not just awareness.
• Partner with Customer Success Associates to execute onboarding tasks efficiently while maintaining quality.

Monitor and Maintain Customer Health

• Proactively use data and health scores to identify at‑risk accounts, address issues before escalation, and maintain high engagement across your portfolio.
• Use dashboards and segmentation to prioritise accounts, detect early churn indicators, and trigger scaled interventions.
• Balance automated and human touchpoints, usin...