kontakt - Customer Success Manager, Enterprise
Requirements
• 6+ years of Customer Success experience supporting enterprise healthcare organizations, ideally with SaaS or technology platforms in complex healthcare environments. • Self-starter who hits the ground running, operates with a high level of autonomy, and takes ownership of customer relationships and outcomes in a fast-paced, ever-changing growth-stage environment. • Strong understanding of healthcare workflows and the full customer lifecycle, including renewals and expansion. • Track record of driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms. • Executive presence, with the ability to lead strategic conversations with senior leaders and articulate value at the executive level. • Strong problem-solving skills and experience using Salesforce or a similar enterprise CRM.
Responsibilities
• Strategic Customer Ownership • Manage a portfolio of strategic Enterprise healthcare customers post-deployment, serving as a trusted long-term partner. • Develop and execute outcome-driven success plans aligned to customer goals around safety, asset visibility, operational efficiency, and return on investment (ROI). • Build strong relationships across clinical, operational, IT, and executive stakeholders. • Guide customers through post-go-live adoption, optimization, and expansion, ensuring sustained value realization. • Proactively identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction. • Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth. • Customer Success Practice & Scale • Contribute to the ongoing evolution of http://kontakt.ioKontakt.io http://Kontakt.io’s Enterprise Customer Success practices, with a focus on consistency, scalability, and ROI-driven outcomes. • Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement. • Translate complex customer data and outcomes into clear ROI narratives, best practices, and playbooks for the broader CS organization. • Provide input on processes, tools, and workflows that improve team efficiency and customer impact. • Cross-Functional Collaboration • Work closely with Sales, Product, Technical Account Services, Hardware Operations, and Marketing to deliver cohesive post-deployment customer experiences. • Serve as the voice of the customer, sharing insights that inform product direction, roadmap decisions, and ROI-focused improvements. • Collaborate on initiatives that support measurable ROI, adoption, and long-term customer value.
Benefits
• This is a remote role with regular travel (about 30–40%) to meet customers. • Equity in a high-growth company scaling toward $100M+ ARR and backed by leading investors. • Full health, dental, and vision coverage, a 401(k), paid time off, paid parental leave and all the tools you need to do your best work.
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