Customer Success Manager

Customer Success ManagerHybrid (New York City, NY)Full-time$120,000 - $140,000 / yrView all jobsAbout NirvanaAt Nirvana, we are revolutionizing the way benefit verification is handled. Recognizing its convoluted and opaque nature, we are dedicated to bringing transparency to the costs and coverage of healthcare. By leveraging machine learning and AI, we have developed tools that enable care providers across various specialties to seamlessly check coverage, from patient intake through continuous monitoring, saving significant time and resources.Our mission extends beyond facilitating access to care, we aim to alleviate financial anxiety for those seeking medical assistance and for providers. Backed by Northzone, Inspired Capital, Eniac Ventures, Surface Ventures, and other leading investors, Nirvana is on a rapid growth trajectory. We serve some of the largest clients in healthcare, including Lifestance Health, Modern Health, and Headspace, and have expanded beyond behavioral health into physical therapy, intensive outpatient, primary care, and beyond.Join us as we continue to transform healthcare, making it more transparent and accessible for everyone.About the RoleNirvana is looking for a motivated and thoughtful Customer Success Manager to join our growing CS team. You'll own a mixed book of business spanning SMB and mid-market accounts, managing relationships end to end from day one.This role is ideal for someone with 4+ years of customer facing experience who is ready to take ownership of a diverse portfolio and thrives in an early stage startup environment.Location: NYC (in office 3 days per week). Candidates must be based in the New York City area. We are not able to consider remote applicants for this role.What You'll DoGain exposure to Nirvana's customer journey, product, and playbooks, with full account ownership within the first 3 monthsOwn a portfolio of accounts spanning SMB and mid-market, managing relationships from onboarding through renewalPartner closely with the sales team on pilots and expansion opportunities, helping prospects experience Nirvana's value firsthand and converting them to long-term customersGuide customers through onboarding and implementation, ensuring smooth and successful go-livesMonitor engagement and usage, surfacing insights to drive adoption and retentionServe as a trusted advisor to your accounts, delivering product updates, best practices, and performance reportingUse data and insights to monitor account health, inform decisions, and tell compelling stories, including hands-on work in Excel or Google Sheets and Metabase to build reporting and analyze account dataAdvocate internally for customer needs and contribute to process improvements across the CS teamWhat We're Looking For4+ years of experience in Customer Success, Account Management, or a related client-facing role (SaaS or healthtech experience is a plus)Early-stage startup experience required, comfortable working independently in ambiguityStrong organizational instincts and the ability to manage multiple accounts and competing prioritiesCollaborative and comfortable working cross-functionally, especially alongside sales during pilot processesExcellent communication and interpersonal skills, energized by helping customers succeedData-savvy with intermediate Excel or Google Sheets, Metabase experience preferredComfortable in customer engagement platforms like HubSpot or SalesforceBased in NYC and excited to join our hybrid office 3 days a weekStrongly PreferredFamiliarity with healthcare or healthtech productsExposure to onboarding or implementation processesCompensationBase salary range: $120,000-140,000 base, depending on experience. This role also includes a variable compensation component on top of base.How We Support YouMedical, dental, vision, and 401(k)Hybrid, dog-friendly NYC office (3 days per week)Unlimited PTO$1,000 annual mental health and wellness benefitRemote home office supportEquity compensationFully stocked...