Customer Success Associate

About Nirvana

Nirvana is a NYC-based healthtech startup on a mission to bring clarity to healthcare insurance coverage. We help providers bill accurately and give patients transparent cost expectations through real-time eligibility verification, powered by machine learning across thousands of health plans. Backed by Inspired Capital, Eniac Ventures, and Surface Ventures, we've raised $24.2M and grown revenue over 300% in the past year. Our products are used by some of the largest healthcare practices in the country across mental health, radiology, primary care, and more.

About the Role

Nirvana is seeking a Customer Success Associate to support our Enterprise Customer Success team in managing and growing relationships with our largest healthcare technology clients. This role is designed for someone who is analytically sharp, highly organized, and ready to develop into a full account owner — with a clear path to managing their own enterprise book of business within one to two years. 

Reporting to our Director of CS, you'll work closely with Senior CSMs to deliver high-quality client work, help drive internal coordination, and surface insights that strengthen our customer relationships. This is a meaningful client-facing role — you'll participate in customer calls and QBRs and have real exposure to enterprise accounts — while building the skills and context to eventually own those relationships independently. Success requires strong attention to detail, comfort in a fast-moving startup environment, and a genuine interest in customer outcomes.

Key Responsibilities

• Partner with senior members of the CS team to prepare materials for client calls, QBRs, and business reviews, including slide decks, account summaries, and data analyses

• Coordinate with internal teams — including Product, Engineering, and Sales — to track open deliverables, surface blockers, and ensure follow-through

• Support outreach and scheduling to key customer stakeholders on behalf of Enterprise CSMs

• Analyze customer data to identify adoption trends, usage patterns, and areas of risk or opportunity across accounts

• Contribute to process improvement efforts, identifying inefficiencies in how the CS team operates and proposing solutions

• Participate in client-facing calls and QBRs alongside Enterprise CSMs, building relationships and developing account fluency over time

• Use data and reporting to help monitor account health and inform strategic decisions, including hands-on work in Excel and Metabase

Success Metrics

• High-quality, on-time delivery of client materials and internal coordination tasks

• Strong working relationships with Senior CSMs and cross-functional partners

• Demonstrated ability to surface meaningful insights from customer data

• Growing client-facing confidence and account ownership over time

• Clear progression toward independent CSM responsibilities within 12–24 months

What We're Looking For

• 1–3 years of experience in customer success, account management, consulting, or another client-facing role; SMB CS experience welcome

• Strong analytical skills with the ability to synthesize data into clear narratives; intermediate to advanced Excel proficiency required (pivot tables, data analysis, reporting)

• Highly organized with strong follow-through — comfortable managing multiple workstreams and holding others accountable

• Excellent written and verbal communication skills; comfortable in client-facing settings with support

• Experience working in a startup or fast-paced environment preferred

• Healthcare industry experience preferred

• Genuine interest in growing into a full enterprise CSM role

How We Support You

• Competitive compensation

• Medical, dental, vision, and 401(k)

• Hybrid, dog-friendly NYC office (3 days per week)

• Unlimited PTO

• $1,000 annual mental health & wellness benefit

• Fully stocked office kitchen

• Remote home office support

• Open-door, highly collaborative culture

At this time, Nirvana is unable to provide visa sponsorship.