[Hiring] Customer Success Manager @Procare HR

Role Description

Join ProCareHR/Go Icon as a Customer Success Manager! Go Icon powers resident and family engagement for senior living communities through communications, digital signage, activity management, transportation, and AI-driven insights for some of the largest operators in the industry.

The Customer Success Manager owns the post-implementation relationship for an assigned portfolio of Go Icon customers. This role helps customers achieve their goals through:

• Strong relationship management
• Product adoption
• Ongoing education
• Proactive account health monitoring
• Cross-functional coordination

The Customer Success Manager serves as a trusted advisor and customer advocate while supporting retention, satisfaction, and long-term growth.

Qualifications

• 3+ years of experience in customer success, account management, client services, or a similar customer-facing role, preferably in a software or technology environment.
• Strong relationship-building and communication skills, including the ability to work effectively with stakeholders at different levels and with varying levels of technical comfort.
• Ability to manage multiple customer accounts, priorities, follow-ups, and deadlines while maintaining strong attention to detail.
• Analytical and problem-solving skills with the ability to interpret customer data and translate insights into practical action plans.
• Comfort learning software products and explaining workflows, features, and best practices in clear, accessible language.
• Ability to work independently in a remote environment while collaborating effectively across teams.
• Proactive, organized, and customer-focused, with a strong sense of ownership and follow-through.
• Familiarity with CRM systems, customer success platforms, and support or project management tools is preferred.
• Senior living experience preferred.

Requirements

• Build and maintain strong relationships with customers, serving as a trusted advisor and primary point of contact throughout their partnership.
• Drive product adoption and customer success by delivering strategic guidance, training, and best practices that help customers achieve their goals.
• Monitor account health, identify risks and growth opportunities, and develop plans to improve engagement, retention, and long-term value.
• Collaborate with cross-functional teams to resolve customer issues, support renewals, and ensure a seamless customer experience.
• Collect and communicate customer feedback to enhance products, services, and overall customer satisfaction.
• Maintain accurate customer records, track account activity, and contribute to the continuous improvement of customer success processes and programs.

Benefits

• Health insurance with company paid premium for employee only coverage
• FSA and HSA options available
• Company paid dental insurance for employee only coverage
• Company paid life insurance
• Company paid short- and long-term disability insurance
• A 401K plan with company match and safe harbor contribution
• Paid Time Off
• Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident