Associate Customer Success Manager (Assoc. CSM)

Role Overview

The Associate Customer Success Manager (Associate CSM) supports the success, adoption, and retention of a defined portfolio of customers through a combination of tech-touch and human-touch engagement. This role focuses on executing established success motions, monitoring customer health, and resolving common customer issues. This role requires skills in customer communication, product knowledge, data interpretation, and prioritization.

Key Responsibilities

Customer Engagement & Support

Manage day-to-day customer interactions for a portfolio of accounts.
Execute scaled engagement programs, including onboarding touchpoints, adoption campaigns, and health check-ins.
Respond to customer inquiries and coordinate with Support and internal teams to ensuretimelyresolution.

Product Adoption & Enablement

Guide customers through core product workflows using documented best practices.
Support adoption of EMR, CRM, RCM, compliance, and analytics features with coaching and enablement resources.
Monitor usage and engagement data toidentifyadoption gaps and escalate risks as needed.

Data Monitoring & Health Management

Review customer health dashboards and usage reports toidentifytrends and potential risks.
Document customer interactions, risks, and outcomes accurately in the CRM.
Follow playbooks to address common adoption, engagement, or satisfaction challenges.

Issue Identification & Escalation

Investigate customer issues using established processes and tools.
Escalate complex issues or at-risk accounts toSupport orCustomer Success Managementwith clear context and recommendations.

Maintain clear and empathetic communication with customers during issue resolution.

Professional Communication & Collaboration

Communicate clearly,professionallyandtimelywith customers via email, calls, and virtual meetings.
Participate in customer meetings led by CSMs or Senior CSMs toobserveand learn best practices.
Collaborate cross-functionally with Support, Product, and Operations teams.

Qualifications

1–3 years of experience in customer success, support, account coordination, or a customer-facing role
Interest in healthcare SaaS and customer outcomes
Strong written and verbal communication skills
Ability to learn complex products and workflows
Bachelor’s degree or equivalent experience preferred

Kipu Systems

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Associate Customer Success Manager