Customer Success Manager, US
Location: US Remote
Comp: 100-100K USD Base + participation in our warrant programThe RoleAs a Teton Customer Success Manager, you'll own the results at a book of senior living communities: fewer falls, faster response, care levels and care revenue that match residents' needs, and care teams that trust and use Teton every day. Our customers don't buy features. They buy outcomes. You'll make sure they get them.
Great technology is only part of the story. Outcomes happen when care teams understand Teton, act on what it shows them, and follow through. From community kickoff through long-term adoption, you'll turn Teton's insights into real change on the floor, and make sure every community can see the impact in its own data.
This is a hands-on, high-ownership role. The role reports to the Director of Customer Success, US.
What You'll OwnOutcomes at every community in your book- Own falls, response times, care assessments and adoption at your communities, and act on what Teton shows you.
- Investigate falls, spot patterns, and make sure the people who lead care know what needs to change and follow through.
- Make sure every client review shows clear impact in the customer's own data.
Adoption and change with care teams- Run community kickoffs, staff and family sessions, and training that builds confidence from day one.
- Help care teams build Teton into daily routines, care plans and shift huddles, so adoption lasts.
Customer health- Catch risk early, act on it, and escalate with a plan when needed.
- Keep account health and activity current in HubSpot.
Insight-led customer relationships- Build trusted relationships with Executive Directors, Directors of Nursing and care staff, and with operator leadership alongside Account Management.
- Show customers something about their residents and their business they didn't know, take a position, and agree on clear next steps.
The voice of the customer- Bring client feedback to Product, and share what you learn so the whole team gets better.
Who You'll Work With- Account Management: they own the operator relationship, renewals and expansion. You own outcomes and health at each community, and share the signals they need.
- Clinical Solutions Lead: brings clinical expertise. You bring them in when a community needs clinical depth.
- Deployment: they bring communities live. You take over at go-live with a clean handoff.
- Support and Product: you partner on escalations and channel what customers need.
How Success Is MeasuredTargets are set with your manager and reviewed quarterly.
- Customer outcomes: measurable results at every community in your book.
- Customer health: a healthy, engaged book of communities.
- Adoption: care teams using Teton every day.
- Customer experience: customers who find Teton easy to work with and trust us as a partner.
What We're Looking ForRequired- Customer Success or comparable post-sale experience, managing a book of customers with measurable adoption and retention results.
- Strong data fluency: you interpret usage and outcome data and tie it to what customers care about.
- Confident with senior stakeholders and frontline staff alike.
- Excellent written and verbal communication: concise, structured and customer-ready.
- Experience in a startup or scale-up, and comfort with pace and change.
Preferred- Experience in senior living, post-acute or long-term care, or with other healthcare providers.
- Experience driving change management with frontline teams.
- Familiarity with HubSpot, Notion, and modern Customer Success tools.
Mindset- Radical ownership: when an outcome doesn't happen at one of your communities, you ask what you could have done differently.
- Outcome-driven: you measure success by what changes for residents and staff, not by meetings held.
- Product-curious: you know Teton deeply and use it to tell customers something new.
- A direct, transparent communicator who escalates early and brings solutions with the problem.
- Curious about AI, computer vision, and how new technology lands on the floor.
LocationFully remote, anywhere in the US. Up to 50% travel to client communities.
What We Offer- Competitive salary and participation in our warrant program.
- Work with state-of-the-art technology in a pioneering field.
- A vibrant, learning-focused work environment.
- 401(k) plan, paid time off, and health insurance.
