Customer Success Manager - National Accounts

Description

About Us 

Activated Insights, a Software-as-a-Service (“SaaS”) leader in long-term and post-acute care, has opened a new National Accounts Manager position to support our company’s growth and operational efficiency. 

Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.  

What Sets Activated Insights Apart:  

• We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long- term care to address the fastest growing segment of the US population. 

• Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care. 

• A high performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.  

• Backed by a private investment firm with 40 years of experience forging lasting partnerships across the healthcare industry. 

Why is this role Important?

National Accounts Managers expertise in all things Activated Insights combined with the understanding of digital marketing and customer goals allows the Customer Success Manager - Activated Insights to work with decision makers to outline an ongoing success strategy with their subscription while providing the appropriate assistance and resources to end users so they can follow through on established goals. Customers will see the Senior Customer Success Manager as an advisor they can trust not only related to the company but in improving their approach to their business overall.

Qualifications

Responsibilities

• Drive customer retention, satisfaction, and contract expansion goals.

• Build trusted advisor relationships and ensure customers achieve key business outcomes.

• Manage onboarding, training, and Business Reviews (virtual and on-site as needed).

• Partner cross-functionally to improve customer processes and experience.

• Identify and address potential churn risks; support renewals and expansion opportunities.

• Collaborate with Sales on high-value prospects to ensure a seamless handoff.

• Maintain detailed customer notes, insights, and documentation in the CRM.

• Stay current on product knowledge and continuously develop professional skills.

Requirements

• Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent experience).

• 3 years in Customer Success, Account Management, or related client-facing role.

• Strong relationship-building and executive communication skills.

• Proven success in improving retention and driving measurable customer outcomes.

• Excellent problem-solving, organization, and multitasking abilities.

• SaaS experience preferred; CRM proficiency required.

Additional Details

• Full-time, 40 hours/week (Monday–Friday, 8:00 AM–5:00 PM, with flexibility).

• Hybrid/remote as determined by business needs.

• Must be able to travel for key client meetings and lift up to 15 lbs occasionally.