Role Summary
The Customer Success Manager (CSM) is responsible for a portfolio of customer accounts, driving adoption of the WellHive platform and ensuring customers realize the full value of their partnership with WellHive. The CSM serves as the primary point of contact for customers, building trusted relationships with site leadership and end users while translating platform capabilities into measurable outcomes.
Key Responsibilities
- Manage a portfolio of customer accounts, owning adoption outcomes and customer health across each one
- Build and maintain relationships with key stakeholders including site leadership, program leads, and day-to-day end users
- Drive platform adoption by working with end users to integrate WellHive into their daily workflows
- Monitor account health, identify risks early, and lead intervention efforts when issues arise
- Partner with internal teams to address customer needs and surface insights from the field
- Communicate progress and trajectory to customers and internal stakeholders through structured reporting
- Serve as a platform expert for customers, helping them get the most value from WellHive
Qualifications
Required:
- 3-5 years in Customer Success, Account Management, or a comparable customer-facing role at a software or technology company
- Track record of driving measurable customer outcomes
- Strong relationship-building and stakeholder management skills
- Comfort working with data and translating it into customer-facing insights
- Excellent written and verbal communication skills
- Ability to work in complex, multi-stakeholder environments
Preferred:
- Experience with the Department of Veterans Affairs, VA Community Care, or other federal healthcare programs
- Background in healthcare scheduling, referral coordination, or community care
- Experience driving adoption of a software platform with multiple user types
- Experience utilizing different software applications or CRMs to manage and monitor customer interactions
Skills Required
- 3–5 years of experience in Customer Success, Account Management, or a comparable customer-facing role at a software or technology company
- Track record of driving measurable customer outcomes
- Strong relationship-building and stakeholder management skills
- Comfort working with data and translating it into customer-facing insights
- Excellent written and verbal communication skills
- Ability to work in complex, multi-stakeholder environments
- Experience with the Department of Veterans Affairs, VA Community Care, or other federal healthcare programs
- Background in healthcare scheduling, referral coordination, or community care
- Experience driving adoption of a software platform with multiple user types
- Experience utilizing software applications or CRMs to manage and monitor customer interactions
What We Do
When access to healthcare is complicated, Veterans can’t get what they need. Wellhive is the simple solution that seamlessly connects Veterans with the care they deserve. Discover how Veterans can schedule appointments and review ratings across VA and community care providers—anywhere, anytime, from any device; emergency room doctors can view Veterans’ health records without delay, and notification to VA is automated; Veterans can access care effortlessly and securely through realtime digital patient data that cuts across provider boundaries; and every Veteran encounter can include up-to-date insurance verification, and timely, accurate, and streamlined payments to providers.
