What You'll Be DoingAs 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.
- Curiosity & Continuous Learning: Genuinely curious about customers, the product, and the autism care space, with a habit of asking questions and always seeking better ways to work.
- Collaboration: A team player who builds rapport easily and brings others along to get things done.
- Project Management: Exceptional organizational skills and the ability to juggle multiple projects and competing priorities without dropping details.
- Excellent Communication: Outstanding written and verbal communication skills, with the ability to convey complex ideas clearly and effectively.
Why Passage Health?- Outsized impact-as an early employee, your work will shape both the company and our users' experience.
- Meaningful work using your skills to help children with autism.
- A fast-paced environment full of substantive challenges.
- Competitive salary and equity.
- Healthcare, dental, and vision benefits.
