Job Description
Customer Success Manager
Role Summary
The Customer Success Manager (CSM) is responsible for a portfolio of customer accounts, driving adoption of the WellHive platform and ensuring customers realize the full value of their partnership with WellHive. The CSM serves as the primary point of contact for customers, building trusted relationships with site leadership and end users while translating platform capabilities into measurable outcomes.
Key Responsibilities
Manage a portfolio of customer accounts, owning adoption outcomes and customer health across each one
Build and maintain relationships with key stakeholders including site leadership, schedulers, and program leads
Drive platform adoption by working with end users to integrate WellHive into their daily workflows
Monitor account health, identify risks early, and lead intervention efforts when issues arise
Partner with internal teams to address customer needs and surface insights from the field
Communicate progress and trajectory to customers and internal stakeholders through structured reporting
Serve as a platform expert for customers, helping them get the most value from WellHive
Qualifications
Required:
3+ years in Customer Success, Account Management, or a comparable customer-facing role at a software or technology company
Track record of driving measurable customer outcomes
Strong relationship-building and stakeholder management skills
Comfort working with data and translating it into customer-facing insights
Excellent written and verbal communication skills
Ability to work in complex, multi-stakeholder environments
Preferred:
Experience with the Department of Veterans Affairs, VA Community Care, or other federal healthcare programs
Background in healthcare scheduling, referral coordination, or community care
Experience driving adoption of a software platform with multiple user types
Experience in utilizing different software applications/CRMs to manage and monitor customer interactions