Customer Success Manager

Job description

ABOUT AUGUST HEALTH At August Health, our mission is to empower the essential work of caring for our elders. We achieve this by providing a modern operating platform and electronic health record (EHR) that enables senior living operators to deliver high-quality care with confidence. Caregivers are the heart of senior living communities, embodying care, compassion, and well-being. Yet, they face increasing challenges—higher resident acuity, complex workflows, and staffing shortages. At August Health, we build tools that simplify their tasks, eliminate inefficiencies, and provide the insights they need to focus on what truly matters—caring for residents. At August, we strive to live our values each day, in every interaction with our customers and with each other. - Be responsible – leave things better than you found them - Take ownership – be decisive and take action - Be ambitious – build something great - Keep an open mindset – communicate candidly and welcome new ideas - Be humble – celebrate each others’ successes and learn from our mistakes - Stay positive – assume best intent WHAT YOU’LL DO As a Customer Success Manager, you’ll be the trusted advisor helping senior living operators achieve measurable outcomes through August Health. You’ll own the customer relationship from post go live through renewal—driving adoption, engagement, and long-term success. You’ll work cross-functionally with Implementation, Product, and Support teams to ensure each customer realizes the full value of our solution. Key Responsibilities: - Serve as the main point of contact for assigned customers, building and maintaining strong, long-lasting client relationships. - Assess and understand existing customer configurations, workflows, and data structures—identifying the best system configuration approaches to meet evolving customer needs. - Develop a deep understanding of each customer’s goals, business challenges, and success metrics. - Rapidly understand how a customer’s current system is configured. - Conduct regular check-ins and strategic calls to foster engagement and trust. - Drive platform adoption and ensure customers are utilizing key features to achieve ROI - Monitor customer health metrics and proactively address risks. - Identify early signs of dissatisfaction and work cross-functionally to resolve issues. - Identify and nurture opportunities for expansion, including upsells. - Lead regular success reviews with key stakeholders to evaluate performance, outcomes, and future goals. - Analyze customer data to surface insights, trends, and opportunities for optimization. - Partner with customers to define measurable success metrics and report on progress. - Advocate for customer needs internally and contribute to product feedback loops - Represent the company at customer sites, conferences, and strategic meetings (travel up to 25%) WHO YOU ARE - 3+ years of experience in a customer-facing role, ideally in Customer Success, Account Management, Implementation, or a similar function - Experience in healthcare or senior living operations is a plus, but not required - A customer-obsessed mindset and a track record of helping customers achieve meaningful outcomes - Proactive, curious, and continuously looking for ways to improve the customer experience - Ability to translate business needs into technical and workflow requirements - Exceptional communication and relationship management skills, with a demonstrated ability to engage, influence, and build trust with diverse stakeholders—including C-level executives - Comfortable with ambiguity and change; able to create structure, make decisions, and move forward without perfect information ABOUT OUR TEAM Our team brings together deep expertise in technology, healthcare, and company-building. We’ve led teams at Apple, Google, Landmark Health, and Adobe, co-founded and exited multiple companies, shipped products used by hundreds of millions of users, and managed clinical teams caring for thousands of patients. Backed by top-tier Silicon Valley investors, we are partnering with some of the largest senior care organizations in the U.S. to transform the future of senior living. We offer market-competitive compensation based on experience and ability, including significant equity option grants. Our benefits prioritize your well-being with 100% company-paid premiums for health, dental, and vision coverage, along with company contributions to your HSA. We help you plan for the future with a 2% 401(k) match, and support your physical and mental health through services like Rightway Health Advocacy and Spring Health Mental Wellness. Beyond traditional benefits, we offer a flexible time off policy, 100% paid family leave, and all-expenses-paid, in-person company offsites twice a year.