[Hiring] Senior Customer Success Manager @Nsight Health

Role Description

We are seeking a high-impact, results-driven Senior Customer Success Manager to own and grow a portfolio of complex, high-value enterprise accounts. This is not a relationship maintenance role. You are not here to check in and send recap emails. You are here to drive retention, expansion, and measurable outcomes through data, strategy, and precision.

Reporting directly to the VP of Customer Success, you will hold full accountability for the health and growth of your assigned book of business. In the early stages of account relationships, you will serve as the face of Nsight - someone who can lead executive conversations, facilitate Quarterly Business Reviews, and instill confidence that we are delivering on our promise.

The ideal candidate is analytically driven, consultatively skilled, and personally hands-on. They have managed complex enterprise accounts, led executive-level client conversations with authority, and delivered consistent retention and expansion results.

AI Fluency Requirement – Non-Negotiable: Nsight Health is an AI-first organization. Every member of our leadership and operations team is expected to actively use AI tools in their day-to-day work - not as a novelty, but as a core productivity multiplier.

Key Responsibilities

• Portfolio Ownership & Retention:
  • Own the full post-implementation relationship for a portfolio of strategic customers.
  • Be accountable for retention outcomes across your assigned book of business.
  • Maintain active visibility into the health of every account using data and engagement signals.
  • Develop and execute account-level recovery plans for at-risk customers.
• Client Engagement & Executive Relationships:
  • Build trusted, strategic relationships with clinical, operational, and executive stakeholders.
  • Lead and facilitate Quarterly Business Reviews with clinical and operational stakeholders.
  • Serve as a consultative advisor, helping customers define success and evaluate impact.
• Expansion & Growth:
  • Drive retention and expansion by consistently demonstrating value.
  • Surface expansion signals and hand off qualified upsell and cross-sell opportunities to Sales.
  • Own program adoption and utilization as a precursor to expansion.
• Data, Reporting & Performance Management:
  • Manage your portfolio by data, maintaining accurate records across CRM and CS platforms.
  • Prepare and deliver executive-ready reporting for internal stakeholders.
  • Analyze account trends to identify systemic risks and growth opportunities.
• Cross-Functional Partnership:
  • Partner with Sales, Implementation, Clinical, and CS Operations to create a seamless customer journey.
  • Collaborate with CS Operations to ensure Health Check content is prepared and accurate.
  • Contribute to team performance by mentoring junior CSMs and sharing playbooks.

Qualifications

• 5–10+ years of progressive experience in Customer Success, account management, or client services.
• Proven track record of owning retention and expansion outcomes at the individual contributor level.
• Experience managing a complex portfolio of enterprise accounts with multiple stakeholder layers.
• Proven ability to lead executive-level client conversations and facilitate QBRs.
• Deep expertise with CS and CRM tooling such as HubSpot, Salesforce, Gainsight, or equivalent.
• Strong analytical capability: you think in metrics, build dashboards, and use data to make decisions.
• Executive presence and experience influencing clinical, operational, and C-suite stakeholders.
• Self-managing, fast-moving, and innovative.

Preferred

• Healthcare, RPM, CCM, or value-based care experience.
• Background in chronic care management program operations or Remote Patient Monitoring.
• Experience working within a healthcare technology company.
• Familiarity with HIPAA compliance, BAA management, and healthcare data security requirements.
• CPC, CPMA, CHBME, or equivalent certifications are a plus.
• Bachelor's or Master's degree in Business, Healthcare Administration, or a related field preferred.

Compensation & Benefits

• Competitive base pay: $100,000 – $140,000 annually.
• Performance-Based Bonus: Eligible for an annual bonus based on company and individual performance.
• Unlimited PTO.
• Medical, Dental, Vision, and supplemental insurance options.
• 401(k) Plan with 3.5% Company Match.
• Company-provided equipment.

Join Our Mission-Driven Team

At Nsight Health, you'll be part of a fast-growing organization at the intersection of healthcare, technology, and compassion. We're looking for a Senior CSM who cares deeply about customer outcomes while enabling the future of connected, value-based care.