Senior Client Success Manager

About the Company: Recura, now a part of PatientNow, is an AI startup building automated sales and marketing for cash-based medical clinics. Our customers are majority women-owned businesses and rely on us to deliver intelligent, reliable AI experiences that drive revenue and growth and serve their customers.

Position Summary: As a Customer Success Manager, you’ll be the primary point of contact for our customers after they go live. You’ll help them achieve measurable business outcomes using our platform, deepen their understanding of AI-driven automation, and ensure they continue to grow with us. This is a hands-on, high-impact role that combines relationship management, strategic advising, and occasional technical troubleshooting.
Your north star will be Net Revenue Retention (NRR) - driven by retention, engagement, education, and expansion. You’ll work closely with Sales, Support, and Product teams to turn happy customers into long-term partners.

This role will be required to be in-office at our Brooklyn, NY location.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Own customer relationships after onboarding — ensuring customers achieve success and see measurable results from our AI-driven marketing platform.
• Drive product adoption and engagement by helping customers optimize prompts, workflows, and configurations.
• Identify opportunities for expansion and upsell, collaborating with Sales to close them.
• Monitor account health, usage, and satisfaction; proactively address risks and resolve issues before they escalate.
• Provide strategic guidance to customers on how to best leverage automation to grow their business.
• Collaborate cross-functionally with Product, Engineering, and Support to represent the voice of the customer and influence product direction.
• Design and improve processes, playbooks, and success frameworks as we scale our customer base.
• Mentor and eventually help build and manage a team of CSMs as the company grows.
• Occasionally jump in for hands-on configuration or troubleshooting to deliver a great customer experience.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically. 
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Education/Experience:

• 3–5+ years of experience in customer success, account management, or client services for a SaaS or AI/automation product.
• Proven success driving renewals, expansion, and engagement across a growing customer base.
• Experience working in a startup or high-growth environment with rapidly sc