Customer Success Manager

Bamboo Health is the leader in Real-Time Care Intelligence™ solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country’s largest health plans to improve more than 1 billion patient encounters annually. Join us in improving lives during pivotal care moments! 

Summary:

The Customer Success Manager (CSM) plays a critical role in ensuring Bamboo Health’s customers achieve measurable value and sustained success with our products and services. This role focuses on executing scalable engagement, retention, and education programs designed by the Customer Success leadership team. The CSM will work directly with customers to drive adoption, identify risks and opportunities, and deliver tailored experiences that build loyalty and long-term retention.

What You’ll Do:

• Execute Tier 3 customer retention and engagement strategies, ensuring consistent and high-quality delivery across the customer base.
• Manage ongoing customer communications, including email campaigns, webinars, and in-person sessions that educate users on workflows, best practices, and how to maximize product value.
• Leverage digital education resources and self-service tools to increase adoption and improve customer engagement.
• Monitor customer health and engagement metrics, proactively identifying retention risks and supporting execution of churn-save playbooks.
• Support implementation of loyalty and engagement programs that reinforce customer satisfaction and retention.
• Communicate Bamboo Health’s value to customers through reporting, success stories, and ROI-driven messaging.
• Collaborate with internal teams to ensure customer issues are resolved quickly and effectively, escalating where necessary to prevent churn.
• Identify and surface up-sell and cross-sell opportunities through insights gained from customer interactions and engagement data.
• Contribute customer feedback and insights to internal teams (Product, Marketing, Operations) to help improve the customer experience.
• Maintain accurate documentation of customer interactions, retention activities, and outcomes in CRM and related tools.
• Serve as a trusted partner to customers, ensuring they feel supported, informed, and valued throughout their journey with Bamboo Health.
• Continuously build proficiency with AI tools and integrate them into daily work practices to measurably improve productivity, accuracy, and customer experience.

What Success Looks Like…

In 3 months…

• You’ve developed a strong understanding of Bamboo Health’s customer base, engagement programs, and support tools.
• You’re consistently executing assigned campaigns and engagement activities on time and with accuracy.
• You’re tracking customer health and identifying early risk signals with appropriate escalation and follow-up.
• Begin incorporating AI-supported tools into your day-to-day work—whether through analysis, documentation, or task management.

In 6 months…

• Your assigned customer segments are demonstrating measurable improvements in adoption and satisfaction.
• You’re executing retention playbooks and loyalty programs effectively, with positive early results.
• You’ve established strong relationships with internal teams and a reputation for being proactive and dependable in customer support and engagement.

In 12 months…

• Your efforts have contributed to measurable improvements in client retention and engagement metrics.
• You are recognized as a trusted advocate for customers and an integral part of the Customer Success team.
• You are consistently executing and refining programs that enhance the customer experience and deliver sustained value.

What You Need:

• 3–5 years of experience in Customer Success, Account Management, or related customer-facing roles.
• Proven ability to execute customer engagement a