Leads strategic relationships with enterprise customers, driving retention, expansion, adoption, ROI, and advocacy. Develops customer success strategies, facilitates executive business reviews, manages escalations, and coordinates with Sales, Product, Clinical, and Support teams. Monitors customer metrics including NRR, CSAT, NPS, and adoption. Mentors other Customer Success Managers and serves as a subject matter expert for complex accounts.
The Customer Success Manager III (CSM III) serves as a strategic advisor to enterprise-level customers. This role is responsible for driving long-term value, executive alignment, and advocacy across a defined portfolio of high-impact accounts. The CSM III leads cross-functional collaboration and supports the Customer Success team through mentorship and subject matter expertise.
Key Responsibilities
- Serve as strategic lead for and own enterprise customer relationships.
- Develop and execute tailored customer success strategies.
- Facilitate EBRs with senior/executive stakeholders, highlighting value and ROI.
- Partner across Sales, Product, Clinical, and Support to align execution.
- Act as an escalation point for complex or urgent issues.
- Cultivate executive relationships and strategic alignment.
- Coach and mentor CSM peers to support team-wide excellence.
- Monitor and influence metrics such as NRR, CSAT, and adoption.
- Drive measurable outcomes tied to retention, expansion, CSAT/NPS and customer advocacy.
Core Competencies
- Executive Relationship Management
- Retention and Value Realization
- Business Outcome Framing and ROI Communication
- Business Case Development and Consultation
- Customer Advocacy Leadership
- Cross-Functional Influence
- Scaled Account Planning and Strategic Communication
- CRM and CS Tools (e.g., Dynamics, Salesforce, Gainsight or similar)
Leadership & Behavioral Competencies
- Strong executive presence and the ability to influence cross-functional stakeholders
- Strategic mindset with a focus on solving business challenges
- Empathy, active listening, and strong communication skills
- Leadership capabilities to guide and support team members and junior CSMs
Education and Experience
- Bachelor’s degree or equivalent professional experience
- 6+ years in customer success, account management, or a related role preferably within healthcare SaaS/technology
- Proven success managing complex enterprise accounts and delivering business results
- None
- Base Salary Range: $100,000 - $108,000 per year
- Bonus/Commission Eligibility: Yes, variable incentive plan
- Benefits Offered:
- AvaSure sponsored Medical, Dental & Vision
- Safe Harbor 401K with Employer Matching up to 4%
- HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
- Flexible Time Off Plan & Paid Holidays
- Parental Leave
- Generous Tuition & Continuing Education Reimbursement available
- Employee Referral Bonus
Supervisory Requirements
None
Working Conditions & Travel
- Primarily office-based or remote with standard business hours
- Remote within the continental US
- Must be able to sit for extended periods with occasional walking/standing
- Up to 30% of travel is required to attend company, customer, or industry events
Similar Jobs
Cloud • Edtech • Marketing Tech • Software
The Customer Success Manager enhances customer experience through support, strategic guidance, and relationship building to drive product adoption and success.
Top Skills:
Ai Solutions
Fintech • Software
The Customer Success Manager at SS&C will build relationships, manage renewals, support customers, and develop success strategies.
Top Skills:
Excel
Software • Conversational AI • Generative AI
As a Senior Customer Success Manager, you'll oversee customer accounts, ensure satisfaction and adoption, and collaborate with various teams to improve customer experiences and renew contracts.
Top Skills:
Ai-Powered PlatformAppointment Scheduling Software
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
