Customer Success Manager

Description

Since 2000, Smartlinx has been redefining how senior care organizations manage their workforce. Our modern, purpose-built solutions, from dynamic scheduling and compliance to integrated payroll and real-time analytics, give providers the agility and intelligence needed to thrive in today's healthcare environment.

As the parent company of BekTek (HostedTime) and StafferLink, Smartlinx brings together a wide range of solutions for managing both full-time and contingent staff. Together, these capabilities give Smartlinx the most comprehensive workforce management solution set in senior care.

We're driven by one mission: to power exceptional senior care through smarter workforce management. Join us as we shape the future of work in long term care.

Position Summary

The Customer Success Manager (CSM) owns the execution, value realization, and ongoing customer experience across an assigned portfolio of Smartlinx clients. Reporting to a Strategic Account Manager (SAM), the CSM translates the account strategy into action by managing the ongoing customer cadence, driving follow-through on commitments, monitoring adoption and customer health, and proactively identifying opportunities for customers to realize greater value and measurable ROI from Smartlinx.

The CSM is a highly customer-facing role with meaningful ownership and autonomy within the account strategy established with the SAM. The ideal candidate combines strong relationship skills, curiosity, analytical thinking, and operational discipline, and is energized by finding opportunities, solving problems, and turning customer priorities into measurable outcomes.

This role offers a clear growth path, with responsibilities and account scope expanding as the candidate builds experience toward a future Strategic Account Manager track.

Key Responsibilities

• Proactively identify and drive opportunities for customers to realize greater value and measurable ROI from Smartlinx by connecting customer goals and business outcomes to product utilization, workflows, support trends, and available capabilities.

• Execute against the account strategy and priorities established with the SAM, translating strategic goals into clear actions, owners, milestones, and follow-through.

• Own the ongoing customer cadence for assigned accounts, building strong relationships with operational leaders and day-to-day stakeholders and maintaining momentum against agreed priorities.

• Actively manage customer health by monitoring usage, adoption, engagement, health scores, support activity, and other signals; identify risk early and drive appropriate interventions.

• Drive accountability and follow-up across Smartlinx and the customer, ensuring commitments, action items, and open issues move forward to resolution and measurable outcomes.

• Coordinate internal resources across Support, Professional Services, Product, Training, and other teams around the customer outcome to be achieved, rather than simply routing customer requests.

• Lead operational customer touchpoints and play a key role in Executive Business Review (EBR) preparation, including data gathering, ROI and value insights, action planning, and tracking follow-up commitments.

• Identify renewal and expansion signals through demonstrated customer value and share those opportunities with the SAM to inform the account's commercial strategy.

• Manage normal operational issues and coordinate resolution; escalate strategic, commercial, executive-level, or materially relationship-threatening issues to the SAM.

• Maintain accurate and timely account activity, customer updates, opportunities, and relevant account information within CRM systems.

• Act as a customer advocate internally, bringing forward product feedback, process improvement opportunities, and recurring themes that can improve the broader customer experience.

Requirements

Qualifications & Experience

• Bachelor's degree or equivalent professional experience preferred.

• 3 to 5 years of experience in Customer Success, Account Management, Client Services, SaaS, healthcare technology, or related customer-facing roles.

• Experience supporting customer adoption, engagement, onboarding, or ongoing account management programs.

• Strong communication and relationship-building skills, with the ability to establish credibility with operational and day-to-day client stakeholders.

• Demonstrated ability to manage multiple accounts, priorities, and follow-up items in a fast-paced environment.

• Analytical curiosity and the ability to connect customer goals, product usage, and operational data to opportunities for greater value and ROI.

• A proactive ownership mindset, with the judgment to drive work independently while staying aligned to the broader account strategy.

• Experience using CRM platforms such as Salesforce or similar systems preferred.

• Healthcare, workforce management, or SaaS industry experience a plus.

• Interest in developing toward a future Strategic Account Manager role.

Preferred Competencies 

• Customer value and ROI orientation

• Relationship building and customer advocacy

• Proactive risk identification and intervention

• Operational discipline and follow-through

• Analytical curiosity and problem solving

• Cross-functional collaboration

• Strong written and verbal communication

• Ownership, coachability, and continuous improvement mindset

Smartlinx values and celebrates diversity, equity, inclusion and belonging and evaluates qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. We value your hard work, integrity, and commitment to make things better, and we put people first by offering you benefits that support your life and wellbeing, including remote environments as applicable, Medical, Dental, Vision, FSA and HSA, Life Insurance, Pet Insurance, and a 401(k). Join us and you'll develop your skills and expertise to rise to the very highest levels, working in an environment for a company known for brilliance and innovation.