Customer Success Manager, National

About Kontakt.io

Inside health systems, where every second can matter, operations are still spread across dozens of disconnected tools and platforms. Kontakt.io is changing that.

We combine proprietary hardware, AI-powered intelligence, and deep integrations with the technology health systems already have in place to build real-time understanding of what's happening across their operations. That intelligence becomes the execution layer care teams have been missing, helping them make smarter decisions and deliver better patient care.

Backed by Goldman Sachs and trusted by leading health systems including HCA Healthcare, Sutter Health, AdventHealth, Trinity Health, Northwell Health, Cleveland Clinic, and the U.S. Department of Veterans Affairs, we’ve more than doubled our revenue and are rapidly scaling with a clear path toward $100M in annual recurring revenue.

If you're excited to solve hard problems and help health systems deliver better care, we'd love to meet you!

Role Overview

The Customer Success Manager - National Accounts owns the post-deployment success of strategic national 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 national 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 national 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.

Required Qualifications

• 6+ years of Customer Success experience in the healthcare space, supporting national healthcare organizations.

• Self-starter with the ability to hit the ground running, operate independently with a high level of autonomy, and take ownership of customer relationships and outcomes in a fast-paced, growth-stage environment.

• Comfortable operating in an environment of continuous change, while remaining effective and impactful for customers.

• Experience in healthcare technology, including supporting technology and SaaS platforms, within complex healthcare environments.

• Strong understanding of healthcare workflows, customer lifecycle management, renewals, and expansion strategies.

• Experience driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms.

• Demonstrated executive presence, with the ability to engage senior leaders, lead strategic conversations, and articulate value and ROI at the executive level.

• Strong problem-solving skills with an ownership-oriented mindset.

• Experience using Salesforce or similar enterprise CRM tools.

Logistics, Perks & 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.