Customer Success Manager

CareAcademy is transforming the way healthcare professionals access training and development. We're committed to empowering caregivers with the knowledge and skills they need to provide exceptional care while building meaningful career pathways.

We are seeking a dynamic Customer Success Manager to join our growing team and drive success for our largest customers and franchise partnerships. In this strategic role, you'll be the primary advocate for our most important client relationships, ensuring they maximize value from CareAcademy's platform while achieving their training and workforce development goals.

• Serve as the primary point of contact for large accounts and franchise partners
• Develop and maintain strong, trust-based relationships with key stakeholders including C-suite executives, HR leaders, and operational managers
• Conduct regular business reviews and strategic planning sessions with customers
• Proactively identify opportunities for account expansion and growth

• Create and execute comprehensive success plans tailored to each customer's unique business objectives
• Monitor customer health metrics and usage patterns to identify at-risk accounts
• Collaborate with customers to establish success metrics and KPIs
• Drive product adoption and feature utilization to maximize customer ROI

• Partner with Sales team on account expansion and renewal opportunities
• Work closely with Product team to communicate customer feedback and feature requests
• Coordinate with Support team to ensure timely resolution of customer issues
• Collaborate with Marketing on case studies, testimonials, and reference opportunities

• Understand the unique needs and challenges of franchise business models
• Develop scalable processes and resources for franchise partner success
• Support franchise partners in rolling out training programs across their locations
• Create best practice guides and success frameworks for franchise operations

• Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience
• 4+ years of experience in Customer Success, Account Management, or related client-facing role
• Proven track record managing accounts with contract values of $10K+ annually
• Experience working with franchise businesses or multi-location organizations preferred
• Strong analytical skills with experience using CRM and customer success platforms
• Excellent communication and presentation skills, both written and verbal
• Ability to translate technical concepts into business value for diverse audiences

• Experience in healthcare, training, or SaaS industries
• Familiarity with learning management systems (LMS) or educational technology platforms
• Project management certification or demonstrated project management experience
• Previous experience with customer onboarding and implementation processes
• Track record of achieving customer retention rates of 95%+ and driving net revenue retention

• Competitive salary that rewards your experience and dedication. This role is eligible for base salary plus commission.
• Full benefits package including healthcare, 401k, unlimited PTO, and more! 
• Flexible remote-first setup where your work-life balance thrives. 
• Opportunities for professional growth and leadership in our dynamic, fast-paced company. 
• Join a collaborative, mission-driven team focused on revolutionizing caregiving for everyone!

At CareAcademy, we are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or expression, or veteran status.

As we continue to grow, we remain committed to fostering a workplace that promotes equality, diversity, and inclusion in every facet of our operations. Our goal is to create a workplace where differences are celebrated and leveraged to drive innovation and business success.

CareAcademy is proud to be an equal opportunity employer and encourages individuals from underrepresented groups to apply.