Senior Client Success Manager

About the Company : Recura, now a part of PatientNow, is an AI startup building automated sales and marketing for cash-based medical clinics. Our customers are majority women-owned businesses and rely on us to deliver intelligent, reliable AI experiences that drive revenue and growth and serve their customers.

Position Summary: As a Customer Success Manager, you’ll be the primary point of contact for our customers after they go live. You’ll help them achieve measurable business outcomes using our platform, deepen their understanding of AI-driven automation, and ensure they continue to grow with us. This is a hands-on, high-impact role that combines relationship management, strategic advising, and occasional technical troubleshooting.

Your north star will be Net Revenue Retention (NRR) - driven by retention, engagement, education, and expansion. You’ll work closely with Sales, Support, and Product teams to turn happy customers into long-term partners.

This role will be required to be in-office at our Brooklyn, NY location.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Own customer relationships after onboarding — ensuring customers achieve success and see measurable results from our AI-driven marketing platform.
• Drive product adoption and engagement by helping customers optimize prompts, workflows, and configurations.
• Identify opportunities for expansion and upsell, collaborating with Sales to close them.
• Monitor account health, usage, and satisfaction; proactively address risks and resolve issues before they escalate.
• Provide strategic guidance to customers on how to best leverage automation to grow their business.
• Collaborate cross-functionally with Product, Engineering, and Support to represent the voice of the customer and influence product direction.
• Design and improve processes, playbooks, and success frameworks as we scale our customer base.
• Mentor and eventually help build and manage a team of CSMs as the company grows.
• Occasionally jump in for hands-on configuration or troubleshooting to deliver a great customer experience.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically. 
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Education/Experience:

• 3–5+ years of experience in customer success, account management, or client services for a SaaS or AI/automation product.
• Proven success driving renewals, expansion, and engagement across a growing customer base.
• Experience working in a startup or high-growth environment with rapidly scaling operations.
• Demonstrated ability to build or improve customer success processes — and ideally experience managing or mentoring other CSMs.
• Excellent communication and relationship skills — empathetic, consultative, and proactive.
• Strategic problem-solver who can connect product capabilities to business outcomes.
• Comfortable with light technical work: configuring systems, understanding APIs, or debugging usage issues when needed.
• Highly organized and able to manage multiple customers at different lifecycle stages.
• Experience working with SMB customers, especially in healthcare or service industries is a plus.
• Background in AI, automation, or martech platforms is a plus.
• Familiarity with VOIP or messaging tools is a plus.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Note:  PatientNow jobs are listed on our careers page patientnow.com/careers and select job boards. We will never ask for payment or sensitive info. Official emails come from @patientnow.com  or  [email protected]