[Hiring] Customer Success Manager @perfectlyimperfectnm

Role Description

We are seeking a high-performing Customer Success Manager to elevate the client experience across our behavioral health and recovery programs. This role is designed for someone who understands structured client journeys, proactive engagement, and outcome-driven support. You will own the client experience from onboarding through program completion, ensuring individuals remain engaged, supported, and progressing through care.

While this is a healthcare environment, the mindset required is similar to high-growth Customer Success in SaaS: ownership, retention focus, proactive engagement, and measurable outcomes.

What You’ll Do

• Own the full client lifecycle from onboarding through discharge
• Drive engagement, retention, and program completion outcomes
• Act as the primary point of contact for assigned clients
• Identify at-risk clients and intervene early to prevent drop-off
• Coordinate closely with clinical teams, case managers, and intake staff
• Ensure a seamless, structured, and supportive client journey
• Track client engagement and maintain accurate documentation in internal systems
• Continuously improve client experience workflows and communication touchpoints
• Support scaling of client success systems and processes

Qualifications

• 2–6+ years in Customer Success, Account Management, or Client Success roles
• Strong experience managing client relationships and retention metrics
• Ability to manage multiple accounts or client journeys simultaneously
• Excellent communication, follow-up, and relationship management skills
• Data-driven mindset focused on engagement, retention, and outcomes
• Experience in healthcare, behavioral health, or patient coordination is a plus (not required)

Highly Valued Backgrounds

• SaaS Customer Success Manager (CSM)
• Account Manager in tech, fintech, or subscription-based services
• Client Success roles in high-growth startups
• Healthcare coordination, case management, or patient services (secondary advantage)

Why This Role Is Different

This is not a traditional healthcare admin role. It is a high-ownership, client-facing success role where your performance directly impacts whether individuals stay engaged in care and achieve long-term recovery outcomes. You will be building structure, improving retention, and shaping the client journey in a way that mirrors modern Customer Success functions, applied to real human impact.

Benefits

• Mission-driven work with measurable client impact
• Opportunity to apply SaaS Customer Success skills in healthcare
• Collaborative and supportive team environment
• Growth opportunities in operations, client success, and program leadership
• Meaningful work where outcomes matter beyond metrics