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Passage Health is a Series A startup transforming autism care delivery through technology. The company has grown 3x over the past year and is modernizing how autism care providers manage clinical documentation, operations, and billing across a $460B market.
As a Customer Success Manager, you will own the end-to-end customer experience for a portfolio of customers. Your responsibilities include managing customer onboarding to ensure seamless transitions, building and maintaining strong relationships with diverse customer stakeholders, monitoring engagement and adoption, and surfacing issues early to retain and grow accounts. You'll partner with the Support team to develop documentation and hands-on guidance for complex workflows, gather customer feedback to inform product improvements, and collaborate cross-functionally with Sales, Product, and Support teams.
This is an opportunity to shape the customer function at an early-stage company, navigating ambiguity with a proactive, solutions-oriented approach. You'll act as a trusted advisor to customers, untangle multi-stakeholder challenges, and directly contribute to both customer success and product direction through customer insights.
REQUIREMENTS:
- 3–5 years of experience in Customer Success, Onboarding, Implementation, or similar customer-facing roles, ideally in SaaS or healthcare technology
- Strong customer-centric mindset with a track record of building lasting relationships and delivering measurable outcomes
- Ability to break down complex, multi-stakeholder customer challenges and see them through to resolution
- Ownership mindset that thrives amid ambiguity; ability to take initiative, move quickly, and follow through with care
- Genuine curiosity about customers, the product, and the autism care space
- Strong collaboration and rapport-building skills
- Exceptional organizational and project management skills; ability to juggle multiple priorities without losing detail
- Outstanding written and verbal communication skills with ability to convey complex ideas clearly
