Customer Success Manager
About SeniorCRE
SeniorCRE is the operating infrastructure for senior living real estate and operations. We connect clinical operations, staffing, financial performance, and real estate intelligence into a unified platform designed for multi-site senior living portfolios. Our mission is to give operators, investors, and capital partners real-time visibility into performance, risk, and growth — enabling better decisions and better outcomes for residents.
About the Role
As a Customer Success Manager, you will be the primary relationship owner for a portfolio of operator and investor accounts. Your mission is to drive adoption, retention, and expansion by ensuring customers realize measurable value from the platform. You will serve as the voice of the customer internally, advocating for product improvements and operational changes that improve the customer experience.
Key Responsibilities
- Own a portfolio of 30–50 operator and investor accounts, driving adoption and retention
- Conduct quarterly business reviews with key stakeholders to demonstrate ROI
- Develop and execute success plans tailored to each customer's goals
- Monitor health scores and proactively address at-risk accounts
- Drive expansion revenue through upsell and cross-sell opportunities
- Coordinate with Implementation, Support, and Product teams to resolve customer issues
- Capture and synthesize customer feedback to inform product roadmap
- Build scalable processes and playbooks for the growing CS organization
Qualifications
- 3+ years in Customer Success, Account Management, or Client Services in B2B SaaS
- Experience managing enterprise accounts with $50K+ ARR
- Strong analytical skills — comfortable with data, dashboards, and health scoring
- Excellent communication and presentation skills
- Proven ability to drive renewals and expansion revenue
- Experience with CS tools (Gainsight, Totango, ChurnZero, or similar)
- Bachelor's degree required
Nice to Have
- Experience in healthcare technology or senior living industry
- Experience building CS processes in an early-stage or high-growth company
Why This Role Matters
Customer Success is the growth engine of SeniorCRE. Successful pilots become portfolio-wide deployments, and portfolio-wide deployments become long-term platform partnerships. This role makes that happen.