Manager, Customer Succsess
Kipu Health
Manager, Customer Success
Job Description
Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, but it is through our people that we truly make a difference.
Role Overview
The Manager, Customer Success is responsible for building data-driven strategies, optimizing processes, and leveraging automation to help our customers achieve meaningful outcomes efficiently. In this role you will lead Customer Success Managers and Associate Customer Success Managers and are accountable for driving adoption, retention, efficiency, and customer satisfaction at scale.
Key Responsibilities
- Lead, coach and develop a team of Customer Success Managers focused on driving product adoption, retention and customer outcomes across a high-volume customer segment.
- Develop digital-first CS strategies, measurement frameworks, and metrics for scaled segments, layering high-touch support where needed.
- Own and optimize the digital customer journey (onboarding, adoption, value realization) via email, in-app messages, webinars, and self-service.
- Design and refine scalable engagement models that leverage automation, digital engagement and data insights to deliver meaningful customer experiences.
- Implement processes and success playbooks that enable efficient account coverage and proactive customer management.
- Analyze customer health metrics and inputs to identify trends, risks and opportunities for continuous improvement.
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
- Collaborate cross-functionally with Sales, Product, Marketing, and Operations to ensure seamless customer journeys and maximize value realization.
- Represent SMB customer needs and feedback in leadership meetings and influence product roadmaps, implementation projects and support initiatives.
Qualifications
- 5+ years in Customer Success or related roles with 3+ years people leadership
- Experience managing scaled, digital, or tech-touch success programs in SaaS, AI, or other technology sectors.
- Strong operational mindset and comfort with systems, automation tools, and data-driven decision-making
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Proven record of using technology to analyze customer data to identify trends to accelerate adoption or mitigate churn.
- Excellent interpersonal skills and the confidence to be an honest advocate, but willing to push back when needed.
- Healthcare SaaS experience preferred
Benefits & Compensation
- Flexible paid time off
- 11 Paid Holidays
- Health, Dental, Vision, Disability, and Life Insurance
- Parental Leave
- Pet Insurance
- 401(K) with Company Match
Kipu Promise
In an environment of rapid change, millions are struggling to cope. Kipu is here to help. Having shaped the industry for 10 years, today we focus on advancing our New Vision for the behavioral health ecosystem, evolving how it operates, interacts, communicates, and heals.
We are an equal opportunity employer and highly value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.