Customer Success Manager, SMB

About NexHealth

Our healthcare system remains frustratingly analog. When you live in a world of one-tap car rides, instant meal delivery, and unlimited streaming, why do you still have to call to schedule a doctor’s appointment and fill out a clipboard in the waiting room?

NexHealth’s mission is to accelerate innovation in healthcare by connecting patients, providers, and developers. We’re building the infrastructure layer for modern healthcare, connecting thousands of fragmented, on-premise, and closed EHR systems into a single, modern platform that powers software, APIs, payments, and patient experiences across the ecosystem.

• Founded: 2017
• Headquarters: San Francisco, CA
• Funding: $177M Series C
• Employees: 200+
• Trusted by tens of thousands of providers and hundreds of health-tech developers — forging the infrastructure layer that modern healthcare needs

About The Role

The Customer Success Manager, SMB is responsible for proactively identifying, engaging, and stabilizing customers who show early signs of adoption risk. This role focuses on preventing churn through structured outreach, consultative discovery, re-onboarding, and adoption recovery, ensuring customers realize sustained value from the products they’ve already purchased.

This is a highly process-driven role that blends customer-facing consultative work with disciplined case management and data-informed decision-making. Success is measured by adoption recovery, customer health improvement, and workflow execution.

What You’ll Do

Proactive Risk Identification & Qualification

• Manage a queue of Risk Mitigation tickets generated through automated workflows and internal referrals
• Validate eligibility based on adoption thresholds, customer needs, and willingness to engage
• Assess underutilized SKUs, usage vs. entitlements, and customer readiness for remediation
• Prioritize risk cases based on severity, impact, and urgency

Customer Engagement & Discovery

• Execute structured multi-touch outreach campaigns using HubSpot (email, calls, sequences)
• Conduct discovery calls to uncover root causes of product underutilization
• Build trust and credibility through empathetic, consultative conversations
• Clearly set expectations, agendas, and next steps with customers

Re-Onboarding, Training & Solutioning

• Deliver training, reimplementation, or optimization sessions tailored to customer workflows
• Configure tools and demonstrate best-practice usage across relevant features
• Develop and document success plans aligned to customer goals and daily operations
• Gain customer buy-in and commitment to adoption milestones

Adoption Monitoring & Follow-Up

• Monitor post-consultation usage through dashboards and reporting tools
• Proactively intervene if adoption stalls or regresses
• Adjust success plans based on usage trends and customer feedback
• Graduate customers once adoption milestones are achieved

Case Management & Documentation

• Maintain accurate and timely documentation in HubSpot across all required fields
• Log outreach, meetings, discovery findings, success plans, and closure summaries
• Ensure clean case closures with clearly defined outcomes and learnings
• Contribute to accurate reporting and visibility for leadership

What You’ll Bring

• 2+ years of experience in Customer Success, Account Management, Implementation, or Onboarding
• Strong discovery, communication, and consultative problem-solving skills
• Comfort engaging customers via phone, video, and written communication
• Experience working in structured workflows and CRMs (HubSpot preferred)
• Ability to analyze usage data and translate insights into action
• Strong time management and follow-through in a high-volume environment

Bonus Points For

• Experience in customer success, churn prevention, or adoption-focused roles
• SaaS or healthcare technology experience
• Familiarity with training, onboarding, or reimplementation motions
• Experience managing multiple concurrent customer cases

Compensation

Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed below is the total target cash compensation (TTCC) and includes base compensation and variable compensation in the form of commissions. Variable compensation type is determined by your role and level. Other benefits may include stock options, an unlimited paid time off policy, and up to 100% coverage on medical, vision and dental insurance.

NexHealth Compensation Range

$125,000—$150,000 USD

Benefits

• Full Medical, Dental, and Vision (up to 100% covered)
• 401K and commuter benefits
• Flexible PTO
• High-impact work that directly improves the healthcare experience for millions

Our Values

• Solve the customer’s problems, not yours When making decisions, think from the perspective of the customer. It’s easy to make decisions that make our lives simpler, but not the customers.
• Do the things others are not willing to do As a Nexer, always go after the hardest problems. Pursue things at the highest quality. Move at the fastest pace.
• Take ownership Act like a founder. Own your roles, destinies, mistakes, behavior, and our mission. The buck stops with each of us - no blaming or excuses.
• Say what’s on your mind, with positive intent Be direct, proactive, transparent, and frequent in your communication.
• Default trust As a Nexer, you do not have to earn trust, trust is given to you by default. If we by default trust each other, our speed of communication, feedback, information sharing, and overall improvements will be a lot faster.
• Think in first principles We first identify the problem and then break it down to its fundamentals before diving into solutions. We constantly ask “why” to validate our assumptions.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We provide reasonable accommodation for individuals with disabilities to participate in the application or interview process. Contact [email protected] to request assistance.