The Customer Success Manager II (CSM II) is responsible for driving customer retention, account growth, and value realization across a portfolio of mid- to high complexity accounts. This role plays a critical part in advancing customer relationships toward greater maturity by identifying opportunities for expansion and preparing accounts for scalable success. Through proactive engagement, strategic guidance, and strong relationship management, the CSM II ensures customers are positioned to achieve their business goals while supporting long-term partnership growth.
Key Responsibilities
- Own customer outcomes across a portfolio of accounts.
- Lead strategic planning sessions and business reviews.
- Lead customer onboarding, adoption, and engagement milestones.
- Build strong relationships across operational and managerial levels.
- Track adoption and performance metrics to identify risks and opportunities.
- Partner across functions to resolve issues and surface enhancements.
- Promote customer advocacy (references, case studies, etc.).
- Support growth by identifying upsell or expansion potential.
- Deliver on performance targets tied to retention, expansion, and CSAT and NPS.
Core Competencies
- Strategic Customer Engagement and Relationship Management
- Retention and Value Realization
- Business Outcome Framing and ROI Communication
- Escalation Management and Resolution
- CRM Tools and CS Technology Platforms (e.g., Dynamics, Gainsight, Salesforce or similar)
Leadership & Behavioral Competencies
- Strong communication and presentation skills
- Problem-solving and solution-oriented mindset
- Ability to manage multiple priorities in a dynamic environment
- Customer empathy and a proactive approach to value delivery
Education and Experience
- Bachelor’s degree or equivalent professional experience
- 4–6 years in customer success, account management, or a related role preferably within healthcare SaaS/technology
- Demonstrated ability to manage moderate-to-complex accounts and deliver measurable results
- None
Supervisory Requirements
none
Salary and Benefits :
- Base Salary Range: $82,500 - $86,500 per year
- Bonus/Commission Eligibility: Yes, variable incentive plan
- Benefits Offered:
- AvaSure sponsored Medical, Dental & Vision
- Safe Harbor 401K with Employer Matching up to 4%
- HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
- Flexible Time Off Plan & Paid Holidays
- Parental Leave
- Generous Tuition & Continuing Education Reimbursement available
- Employee Referral Bonus
Working Conditions & Travel
- Primarily office-based or remote with standard business hours
- Must be able to sit for extended periods with occasional walking/standing
- Up to 30% of travel is required to attend company, customer, or industry events
Skills Required
- Bachelor's degree or equivalent professional experience
- 4-6 years in customer success, account management, or related role
- Experience managing moderate-to-complex accounts and delivering measurable results
- Experience with CRM and customer success platforms (Dynamics, Gainsight, Salesforce)
- Proven track record meeting retention, expansion, CSAT, and NPS targets
- Strong communication, presentation, and problem-solving skills
- Ability to travel up to 30% for company, customer, or industry events
- Experience within healthcare SaaS/technology
What We Do
AvaSure® is an intelligent virtual care platform that healthcare providers use to engage with patients, optimize staffing, and seamlessly blend remote and in-person care at scale.
