Customer Success Manager

Company Overview

At Lightning Step + Sunwave Health, we improve behavioral health and addition treatment facility functionality to achieve better results for patients, caregivers, and administrators. Our platforms empower our clients to quickly and easily manage patient needs from admission to discharge, with provisions for billing and integrations with payment processors, billers, insurance companies, and other providers.

Job Overview

The mission of the Customer Success Manager is to maximize customer value, drive revenue growth, and protect recurring revenue by ensuring strong adoption, successful renewals, and proactive risk management across a portfolio of accounts.

The ideal candidate is commercially driven, customer-focused, and outcomes-oriented. They understand that strong relationships are important — but measurable outcomes, adoption, and business impact are what drive renewals, expansion, and long-term success.

In this role, the Customer Success Manager serves as a strategic partner and revenue owner, responsible for account growth through product add-ons and professional services, managing renewals, and preventing churn through structured engagement and cross-functional collaboration.

The Customer Success Manager  is part of the Customer Success team, reporting to the Director of Customer Success, and works closely with Sales, Support, Product, Engineering, and Professional Services.

Responsibilities

• Own net revenue retention (NRR) across assigned accounts, including expansion, renewals, and churn prevention.
• Identify, qualify, and close upsell and cross-sell opportunities aligned to customer outcomes and business value.
• Lead value-based customer conversations focused on ROI, adoption, and measurable outcomes.
• Own the end-to-end renewal process, including planning and execution 3–6 months in advance and securing multi-year renewals when appropriate.
• Conduct structured Quarterly Business Reviews (QBRs) that reinforce value delivered and align on future-state objectives.
• Monitor account health using usage data, support trends, and health indicators to proactively manage risk.
• Identify and recover at-risk accounts, developing and executing Customer Corrective Action Plans and leading de-escalation efforts.
• Develop and maintain strategic Account Plans, including stakeholders, success metrics, expansion roadmap, and risk profile.
• Serve as the primary customer advocate, maintaining consistent executive-level communication and internal ownership.
• Partner cross-functionally with Support, Product, Engineering, and Services to resolve issues, influence roadmap prioritization, and improve customer outcomes.

Job Qualifications

• 2–5+ years of experience in Account Management or Customer Success, within a SaaS environment (healthcare or EHR preferred).
• Bachelor’s degree in Business, Information Systems, Healthcare Administration, or a related field (or equivalent experience).
• Proven experience driving:
  
  • Revenue expansion and product add-ons
  • Customer renewals
  • Churn prevention and risk mitigation
• Strong business acumen with the ability to articulate value and ROI.
• Experience working with Salesforce, Hubspot, or similar CRM and support platforms.
• Ability to manage complex accounts with multiple stakeholders.
• Excellent communication, negotiation, and problem-solving skills.
• Must be a US Citizen and reside in the United States.