Kontakt.io

Customer Success Manager

Kontakt.io

full-time

Posted on:

Location Type: Remote

Location: Alaska • California • United States

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About the role

  • Manage a portfolio of strategic enterprise healthcare customers post-deployment, serving as a trusted long-term partner.
  • Develop and execute outcome-driven success plans aligned to customer goals around safety, asset visibility, operational efficiency, and return on investment (ROI).
  • Build strong relationships across clinical, operational, IT, and executive stakeholders.
  • Guide customers through post-go-live adoption, optimization, and expansion, ensuring sustained value realization.
  • Proactively identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction.
  • Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth.
  • Contribute to the ongoing evolution of Kontakt.io’s enterprise Customer Success practices, with a focus on consistency, scalability, and ROI-driven outcomes.
  • Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement.
  • Translate complex customer data and outcomes into clear ROI narratives, best practices, and playbooks for the broader CS organization.
  • Provide input on processes, tools, and workflows that improve team efficiency and customer impact.
  • Work closely with Sales, Product, Technical Account Services, Hardware Operations, and Marketing to deliver cohesive post-deployment customer experiences.
  • Serve as the voice of the customer, sharing insights that inform product direction, roadmap decisions, and ROI-focused improvements.
  • Collaborate on initiatives that support measurable ROI, adoption, and long-term customer value.

Requirements

  • 6+ years of Customer Success experience in the healthcare space, supporting enterprise healthcare organizations.
  • Self-starter with the ability to hit the ground running, operate independently with a high level of autonomy, and take ownership of customer relationships and outcomes in a fast-paced, growth-stage environment.
  • Comfortable operating in an environment of continuous change, while remaining effective and impactful for customers.
  • Experience in healthcare technology, including supporting technology and SaaS platforms, within complex healthcare environments.
  • Strong understanding of healthcare workflows, customer lifecycle management, renewals, and expansion strategies.
  • Experience driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms.
  • Demonstrated executive presence, with the ability to engage senior leaders, lead strategic conversations, and articulate value and ROI at the executive level.
  • Strong problem-solving skills with an ownership-oriented mindset.
  • Experience using Salesforce or similar enterprise CRM tools.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessSaaShealthcare technologycustomer lifecycle managementadoption strategiesoptimizationROI measurementproblem-solvingstrategic planningdata analysis
Soft Skills
self-starterautonomyrelationship buildingexecutive presencecommunicationleadershipadaptabilityownership mindsetcollaborationcustomer advocacy