Customer Success Manager leading customer relationships in a remote B2B SaaS company

The core focus involves diagnosing and resolving complex technical issues across Company API spanning multiple LLM providers by reproducing bugs, interpreting logs, and turning failures into actionable findings. Additionally, the specialist will manage developer communications across support channels with technical precision and empathy, advocating internally for product and documentation improvements.

The Manager leads the centralized Success Team, serving as the first point of contact for inquiries from State Organizations, Affiliates, and external stakeholders, ensuring consistent, high-quality Tier-1 support through structured intake and efficient escalation pathways. This role oversees daily support operations, manages service performance standards, and contributes to evolving the team toward a scalable support model.

The Senior Client Success Manager will own and manage client relationships within a defined territory, serving as the day-to-day liaison for healthcare clients to ensure successful onboarding, drive adoption, and promote long-term satisfaction and expansion. Responsibilities include managing client ownership, monitoring health metrics, driving retention and growth, and collaborating cross-functionally with internal teams like Sales and Product.