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Salary: USD 110,000 - 130,000 / annual
Nirvana Health is revolutionizing benefit verification in healthcare through machine learning and AI tools that enable care providers to check coverage seamlessly from patient intake through ongoing monitoring. The company serves major clients including Lifestance Health, Modern Health, and Headspace, and has expanded across behavioral health, physical therapy, intensive outpatient, and primary care.
As a Customer Success Manager, you'll own a book of approximately 70 accounts spanning SMB and select mid-market customers, with exposure to enterprise accounts through shadowing and mentorship. You'll report to the Head of CS and have a clear path to grow into enterprise account management over time.
Key responsibilities include managing the customer journey and onboarding process, ensuring smooth implementations and go-lives. You'll monitor engagement and usage patterns, surfacing insights to drive adoption and retention across your book. You'll serve as a trusted advisor, delivering product updates, best practices, and performance reporting to customers. A significant part of the role involves process development—identifying gaps in CS workflows and building scalable, standardized processes as the team grows. You'll partner with the broader CS team on reporting and analytics, advocate internally for customer needs, and independently triage and prioritize across a high-volume book.
The ideal candidate has 1-2 years of independent account ownership within 2.5-4 years of total Customer Success, Account Management, or related client-facing experience. Early-stage startup experience is required; you should be comfortable working independently in ambiguity and have strong organizational instincts. You're passionate about process development and turning ambiguity into structure. SaaS or healthtech experience is a plus, as is familiarity with onboarding and implementation processes. You're data-savvy with strong storytelling skills, intermediate Excel/Google Sheets proficiency, and ideally Metabase experience. Salesforce or similar customer engagement platforms are essential.
The role is based in NYC with a hybrid schedule (3 days per week in office). Candidates must be based in the New York City area; remote applicants cannot be considered.
