Manager - Customer Success - SaaS Firm

Job Description:

This is a revenue-owning CSM role not a support seat.

You will carry a book of US clinic accounts and be accountable for Net Revenue Retention (NRR), expansion ARR, and on-time renewals.

You'll understand each practice's clinical and billing workflows, connect product value to their business outcomes, and proactively grow the relationship.

If you enjoy commercial conversations as much as you enjoy helping customers succeed, this role is for you.

Experience Range:

2 - 5 years

Educational Qualifications: Any graduation/PG

Job Responsibilities:

1. Renewals & Retention:

- Own the full renewal lifecycle for your book from 90-day advance outreach, contract negotiation, to close.

- Monitor account health dashboards daily; flag and action churn risk before it escalates.

- Build multi-threaded relationships (clinic owner, office manager, lead therapist) to reduce single-contact risk.

2. Upsell & Expansion:

- Identify upsell signals from usage data (e.g., a clinic opening a new location, adding therapists, or under-using the billing module).

- Qualify and pitch expansion opportunities: additional locations, billing & RCM add-ons, outcomes tracking, patient engagement tools.

- Partner with the AE team on deals above your close threshold; lead discovery and demo for smaller expansions independently.

- Document expansion pipeline and forecast accurately in CRM every week.

3. Adoption & Value Delivery:

- Conduct structured Quarterly Business Reviews (QBRs) with clinic leadership tie product usage to revenue and efficiency outcomes.

- Drive feature adoption milestones during the first 90 days post-onboarding and at each product release.

- Develop playbooks for common clinic personas (solo PT, multi-location group, hospital-affiliated rehab unit).

4. Voice of Customer & Cross-functional Collaboration:

- Surface product feedback and feature requests to the Product team with supporting usage data.

- Escalate support and billing issues with context; own the customer communication until resolved.

- Contribute to the CS team's playbook library, onboarding templates, and knowledge base.

Candidate Attributes:

- 25 years in Customer Success, Account Management, or inside sales at a B2B SaaS company.

- Track record of owning renewals and/or upsell motions with numbers to show for it (NRR, renewal rate, expansion ARR).

- Experience managing US-based customers in a direct, voice/video-first engagement model.

- Excellent spoken and written English able to independently run business conversations with US clinic owners and executives.

- Comfortable working a fixed 3:00 PM 12:00 AM IST shift (aligns with US EST 9:30 AM 6:30 PM).

- Data-driven working style: you pull your own reports, spot trends, and act before being asked.

- Experience with healthcare SaaS, EMR/EHR, practice management, or revenue cycle management (RCM) software.

- Familiarity with CS platforms such as Gainsight, ChurnZero, Totango, or Planhat.

- CRM hygiene discipline Salesforce or HubSpot experience.

- Prior experience in a startup or high-growth environment where playbooks were built, not inherited.

- Understanding of US physical therapy billing codes (CPT), insurance workflows, or CMS compliance requirements.

- Experience working with multi-location healthcare groups or franchise-style clinic networks.

- Background in clinical operations, healthcare administration, or health-tech solutions consulting.