Senior Customer Success Manager

We’re looking for a Senior Customer Success Manager who will act as the quarterback for their accounts, leading communication, managing relationships, and ensuring every customer gets maximum value from our platform. You’ll manage customer relationships end-to-end, balancing proactive engagement with responsive support, and play a key role in shaping how our Customer Success function scales.

This role blends relationship management, analytical problem-solving, and process design. You’ll thrive here if you bring a consulting mindset, able to bring structure to ambiguity, bridge technical and non-technical conversations, and turn complex problems into clear, actionable plans.

• Own customer relationships: Lead meetings independently, maintain clear next steps, and build trust across all levels of the client organization.

• Drive renewals and expansion: Manage churn risk, identify and execute upsell opportunities, and contribute directly to improving net revenue retention (NRR).

• Act as the quarterback for your accounts: Coordinate across Product, Engineering, and Operations to ensure smooth execution and timely issue resolution.

• Bridge business and technical conversations: Understand customer goals, technical context, and constraints, and translate between stakeholders with clarity and confidence.

• Bring structure to unstructured environments: Create repeatable processes and documentation that make customer management more predictable and scalable.

• Leverage data and insight: Use a quantitative, analytical approach to identify trends, risks, and opportunities within your portfolio.

• Collaborate cross-functionally: Partner with internal teams to surface customer feedback, advocate for product improvements, and enhance overall experience.

• Travel occasionally: Visit customers or attend industry events when needed.
  

• Customers view you as a trusted, reliable advisor who drives outcomes.

• Renewals and upsells contribute to healthy, growing accounts.

• You maintain consistent visibility into customer health and engagement.

• The CS team runs more smoothly because of the structure, clarity, and rigor you bring.
  

• 5+ years in Customer Success, Account Management, or Consulting (SaaS or healthcare tech experience strongly preferred).

• Excellent problem-solving skills, with the ability to bridge technical and non-technical conversations.

• Strong communicator and relationship builder - professional, proactive, and focused on long-term trust.

• Proven experience managing multiple accounts and balancing proactive engagement with responsive support.

• Demonstrated quantitative and analytical skills, with proficiency in SQL, Python, Looker, or similar data analysis and visualization tools.

• Commercially minded, with experience driving renewals, upsells, or account expansion strategies.

• Analytical and structured - skilled at using data and insight to guide action.

• Light technical aptitude; comfortable understanding integrations, workflows, and platform behavior.

• Familiar with CRM systems and project or ticketing tools (flexible on platforms).

• Experience in healthcare, AI-driven solutions, or revenue cycle management is a strong plus.

Why SuperDial?

• Be part of a mission-driven team transforming one of the most broken systems in the U.S.

• Work directly with experienced founders and senior operators in AI, healthcare, and automation.

• Competitive compensation with equity upside.

Who we are:
SuperDial is transforming AI in healthcare by building scalable, AI-powered solutions that optimize revenue cycle management. Join us and help shape the future of AI in healthcare!
The base salary for this role ranges from $120,000-$150,000, depending on experience, skill set, and fit. We also offer equity and benefits as part of our total compensation package. Final offers may vary based on experience and qualifications - we’re always open to exceptional talent.