Customer Success Manager

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!  

Summary:

Bamboo Health is looking for an experienced Customer Success Manager (CSM) to join our Customer Success team. As a CSM, you will be responsible for managing and retaining a portfolio of accounts comprised largely of hospitals and health systems. You will be the main liaison between these accounts and Bamboo Health and thus will need to demonstrate deep healthcare, company, and product expertise. Key measurements of success for this role include, but are not limited to, gross revenue retention (GRR), executive and end-user engagement, as well as your ability to influence account growth and long-term product strategy.

What You’ll Do:

●        Manage key stakeholder relationships, optimize product adoption and engagement, and ensure retention across the customer portfolio.

●        Own the health and success of your customers to ensure contract renewal and expansion

●        Proactively engage your customers through regular check-ins and business reviews to demonstrate value and identify opportunities for growth and advocacy

●        Analyze trends in engagement and outcomes data to inform customer account plans, forecast retention and churn, and identify segment or market trends

●        Collaborate with Product, Engineering, and Strategy teams to synthesize customer feedback and drive product development

●        Partner with Sales to ensure renewal and expansion opportunities are planned and actioned efficiently

●        Contribute to the scalability of the Customer Success team through documentation and process optimization

What Success Looks Like…

In 3 months...

●        Learn Bamboo Health products, customer segments, and industry trends

●        Understand key customer use cases, best practices, and market dynamic

In 6 months...

●        Lead strategic business reviews and ROI conversations with customers with minimal support

●        Grow relationships with cross-functional stakeholders, like Sales and Professional Services

In 12 months…

●        Possess a full understanding of Bamboo Health’s technology strategy and market position

●        Independently drive meaningful conversations with customers that demonstrate and connect Bamboo product value to customer strategy, use cases, and goals

●        Be a go-to subject matter expert for both customers and colleagues

●        Represent the voice of the customer and guide product roadmap decisions

●        Meet quarterly and annual retention goals and KPIs

What We’re Looking For:

●        5 years+ experience as a Customer Success Manager at a B2B SaaS company

●        Deep healthcare knowledge, ideally in value-based care and risk-based payment models

●        Demonstrated success meeting the demands of complex accounts and building executive relationships

●        Strong project management and organizational skills

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