Nsight Health

Customer Success Manager

• Design and implement a scalable CS operating model across the Ciullo, Inc. portfolio, starting with Nsight Health and expanding to Nsure, Nvera, and Prvnt as the role matures.
• Build the playbooks, onboarding frameworks, QBR structures, escalation protocols, and expansion motion that shift the CS function from reactive account management to proactive client partnership.
• Establish a unified client health scoring system and own the metrics that matter: net revenue retention, gross revenue retention, time to value, expansion rate, churn rate, and customer satisfaction scores.
• Serve as the executive CS leader across all Ciullo, Inc. portfolio companies, adapting strategy and methodology to the distinct client types, sales cycles, and service models of each business.
• Understand the different economics of each entity, build bridges where shared clients or cross-sell opportunities exist, and consolidate performance reporting across the portfolio into a single executive view that gives leadership a clear, honest read on client health, risk, and growth potential at any given moment.
• Recruit, develop, and lead a high-performing CS team across the portfolio including CS Managers, Account Managers, and Client Success Representatives embedded within each entity.
• Personally own the highest-level client escalations across the portfolio, including those raised by sophisticated physicians who elevate their concerns to the executive team.
• Own net revenue retention across the portfolio as your primary performance metric.
• Build the data infrastructure that gives the CS team real-time visibility into client health across all portfolio companies, reducing reliance on manual reporting and reactive problem detection.

EVP, Customer Success

• Directly manage, coach, and develop a team of Senior CSMs and CSMs — serving as their primary manager for all operational matters, escalations, and performance accountability.
• Conduct regular 1:1s focused on account health, pipeline visibility, and professional development; deliver end-of-year performance reviews and goal-setting.
• Own low-level and mid-level escalations; step in directly on at-risk accounts and model best-in-class de-escalation and relationship recovery.
• Lead PIP, hiring, and offboarding decisions at the CSM level without requiring executive approval for operational decisions.
• Identify individual skill gaps and design targeted coaching plans; build and refine playbooks that elevate team capability and execution consistency.
• Leverage AI tools (Claude, ChatGPT, CRM automation) to build smarter coaching workflows, flag at-risk accounts earlier, and automate manual overhead.
• Own team-level retention and expansion outcomes across the entire CSM portfolio — accountable for the number, not just the activity.
• Refine and enforce playbooks for upsell, cross-sell, renewals, and de-escalation to ensure consistent execution across the CSM team.
• Maintain active visibility into high-value and strategically critical accounts; build trusted relationships with clinical, operational, and executive stakeholders.
• Use AI-powered health score modeling and CRM data signals to detect churn risk before it materializes.
• Partner with the CSL Manager on program-level strategy: enrollment forecasting, site-level capacity planning, and CSL deployment decisions.
• Collaborate with Sales and Implementation to sequence new site deployments, ensure proper CSL staffing, and set each new site up for successful enrollment ramp.
• Define program performance benchmarks and hold the CSL Manager accountable to monthly and quarterly targets; identify structural gaps and build corrective plans.
• Monitor and report on team-level KPIs: CSM retention rates, renewal conversion, health scores, enrollment pacing, and escalation metrics.
• Design and implement scalable processes, templates, and workflows that improve team efficiency and customer experience consistency.
• Build and own AI-augmented reporting workflows that surface portfolio risk to leadership without requiring manual data assembly.

Director, Customer Success

Bilingual

• Conduct outbound phone calls to check in on patients and address health concerns (expected call volume ranges from 70 to 90 calls per day)
• Handle inbound phone calls and route appropriately based on clinical urgency
• Route non-clinical inbound calls to the appropriate departments across the company
• Monitor and respond to Remote Patient Monitoring (RPM) alerts, escalating concerns when clinically indicated
• Collaborate with providers to coordinate timely and effective patient care
• Perform monthly wellness assessments and complete comprehensive chart reviews
• Accurately document all patient interactions in our clinical platform in real time
• Consistently meet or exceed individual and team performance metrics related to care quality, patient engagement, response times, and adherence to protocol standards
• Maintain compliance with company policies and applicable regulations
• Perform other duties as assigned

EVP, Customer Success

Director, Customer Success

Bilingual LVN/LPN