The Customer Success Manager III (CSM III) serves as a strategic advisor to enterprise-level customers. This role is responsible for driving long-term value, executive alignment, and advocacy across a defined portfolio of high-impact accounts. The CSM III leads cross-functional collaboration and supports the Customer Success team through mentorship and subject matter expertise.
Key Responsibilities
- Serve as strategic lead for and own enterprise customer relationships.
- Develop and execute tailored customer success strategies.
- Facilitate EBRs with senior/executive stakeholders, highlighting value and ROI.
- Partner across Sales, Product, Clinical, and Support to align execution.
- Act as an escalation point for complex or urgent issues.
- Cultivate executive relationships and strategic alignment.
- Coach and mentor CSM peers to support team-wide excellence.
- Monitor and influence metrics such as NRR, CSAT, and adoption.
- Drive measurable outcomes tied to retention, expansion, CSAT/NPS and customer advocacy.
Core Competencies
- Executive Relationship Management
- Retention and Value Realization
- Business Outcome Framing and ROI Communication
- Business Case Development and Consultation
- Customer Advocacy Leadership
- Cross-Functional Influence
- Scaled Account Planning and Strategic Communication
- CRM and CS Tools (e.g., Dynamics, Salesforce, Gainsight or similar)
Leadership & Behavioral Competencies
- Strong executive presence and the ability to influence cross-functional stakeholders
- Strategic mindset with a focus on solving business challenges
- Empathy, active listening, and strong communication skills
- Leadership capabilities to guide and support team members and junior CSMs
Education and Experience
- Bachelor’s degree or equivalent professional experience
- 6+ years in customer success, account management, or a related role preferably within healthcare SaaS/technology
- Proven success managing complex enterprise accounts and delivering business results
- None
- Base Salary Range: $105,000 - $108,000 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
Supervisory Requirements
None
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
- 6+ years in customer success, account management, or related role
- Bachelor's degree or equivalent professional experience
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.
