[Hiring] Customer Success Manager @Kontakt.io

Role Description

The Customer Success Manager, Enterprise Accounts owns the post-deployment success of strategic enterprise healthcare customers. This role partners closely with clinical, operational, IT, and executive stakeholders to drive adoption, value realization, measurable ROI, renewals, and expansion across Kontakt.io’s platform.

Key Responsibilities

• Strategic Customer Ownership
  • Manage a portfolio of strategic Enterprise healthcare customers post-deployment, serving as a trusted long-term partner.
  • Develop and execute outcome-driven success plans aligned to customer goals around safety, asset visibility, operational efficiency, and return on investment (ROI).
  • Build strong relationships across clinical, operational, IT, and executive stakeholders.
  • Guide customers through post-go-live adoption, optimization, and expansion, ensuring sustained value realization.
  • Proactively identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction.
  • Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth.
• Customer Success Practice & Scale
  • Contribute to the ongoing evolution of Kontakt.io’s Enterprise Customer Success practices, with a focus on consistency, scalability, and ROI-driven outcomes.
  • Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement.
  • Translate complex customer data and outcomes into clear ROI narratives, best practices, and playbooks for the broader CS organization.
  • Provide input on processes, tools, and workflows that improve team efficiency and customer impact.
• Cross-Functional Collaboration
  • Work closely with Sales, Product, Technical Account Services, Hardware Operations, and Marketing to deliver cohesive post-deployment customer experiences.
  • Serve as the voice of the customer, sharing insights that inform product direction, roadmap decisions, and ROI-focused improvements.
  • Collaborate on initiatives that support measurable ROI, adoption, and long-term customer value.

Qualifications

• 6+ years of Customer Success experience supporting enterprise healthcare organizations, ideally with SaaS or technology platforms in complex healthcare environments.
• Self-starter who hits the ground running, operates with a high level of autonomy, and takes ownership of customer relationships and outcomes in a fast-paced, ever-changing growth-stage environment.
• Strong understanding of healthcare workflows and the full customer lifecycle, including renewals and expansion.
• Track record of driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms.
• Executive presence, with the ability to lead strategic conversations with senior leaders and articulate value at the executive level.
• Strong problem-solving skills and experience using Salesforce or a similar enterprise CRM.

Benefits

• This is a remote role with regular travel (about 30–40%) to meet customers.
• Equity in a high-growth company scaling toward $100M+ ARR and backed by leading investors.
• Full health, dental, and vision coverage, a 401(k), paid time off, paid parental leave and all the tools you need to do your best work.