Fitt Talent Partners - Customer Success Manager
Requirements
• 3–5+ years in Customer Success, Account Management, or a related role • Experience managing B2B accounts with structured QBRs and executive stakeholders • Strong analytical skills with experience using CRMs and reporting tools (e.g., HubSpot, Salesforce, Looker, Zoho) • Excellent communication and stakeholder management skills • Highly organized with strong attention to detail and ability to manage multiple priorities • Comfortable operating in a fast-paced, ambiguous startup environment • KEY COMPETENCIES • High EQ relationship builder with strong communication skills • Strategic thinker and problem solver • Strong cross-functional collaborator and influencer • Process-oriented with a systems mindset • Proactive, detail-oriented, and resourceful • Experience in healthtech, diagnostics, biotech, or wellness • Experience building customer health scoring models or dashboards • Familiarity with content creation tools (e.g., Canva, Google Slides) for partner-facing materials • Startup experience or comfort wearing multiple hats
Responsibilities
• CUSTOMER LIFECYCLE MANAGEMENT • Own the full partner lifecycle: onboarding, adoption, engagement, renewal, and expansion • Serve as the primary point of contact and trusted advisor for B2B partners • Lead regular check-ins and quarterly business reviews (QBRs) to align on goals, KPIs, and value delivered • ACCOUNT HEALTH & RETENTION • Develop and monitor customer health metrics; proactively identify and mitigate risk • Drive retention and expansion through strong relationship management and performance insights • Track account performance and communicate key trends and opportunities to leadership • OPERATIONAL EXECUTION & PROCESS BUILDING • Manage and provide oversight to an offshore resource supporting partner operations and customer support • Maintain clean account documentation, success plans, and internal trackers • Build scalable playbooks, templates, and processes to improve efficiency and consistency • CROSS-FUNCTIONAL COLLABORATION • Partner with Product, Operations, Marketing, and Clinical teams to resolve issues and improve the customer experience • Share customer feedback internally and advocate for improvements that drive retention and growth • Support development of partner-facing enablement and marketing resources (e.g., onboarding materials, training decks, case studies) • WHAT SUCCESS LOOKS LIKE • Strong partner retention and growth across accounts • High partner satisfaction and engagement • Reduced churn and faster resolution of issues and escalations • Scalable systems and processes that improve the overall partner experience
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