Manager of Customer Success

About Us 

Activated Insights, a Software-as-a-Service (“SaaS”) leader in long-term and post-acute care, is seeking a Customer Success Manager to support our growing Customer Success organization. This position is on-site at our brand new office in Idaho Falls. 

Founded in 2008, Activated Insights serves North America’s fastest-growing labor market—long-term and post-acute senior care. With over 250 team members and 7,000 customers across 23,000 sites of care, our solutions focus on employee engagement, ongoing education, patient satisfaction, and reputation management.  

Why Is This Role So Special? 

The Customer Success Manager plays a critical role in leading and supporting our CSR and CSM teams to deliver consistent, high-quality customer experience. This role focuses on coaching team members, improving customer health and retention outcomes, and ensuring strong execution across the customer lifecycle. 

This position is ideal for someone who thrives in a leadership role, enjoys developing others, and is passionate about driving customer success through data, strategy, and collaboration.

Key Responsibilities: 

• Lead, coach, and support CSR and CSM team members in their day-to-day responsibilities 

• Provide ongoing feedback, development, and accountability to drive strong performance 

• Monitor customer health, engagement trends, and retention risks 

• Partner with team members on action plans for at-risk and renewal-risk customers 

• Serve as an escalation point for complex customer situations 

• Ensure accurate CRM documentation and adherence to processes 

• Track team performance against KPIs and identify improvement opportunities 

• Support onboarding and ongoing training for team members 

• Drive customer retention, product adoption, and satisfaction 

• Collaborate with Sales, Product, and other internal teams to improve customer outcomes 

Experience and Qualifications: 

• 2 years of experience in customer success, account management, or a related field 

• Previous leadership or team lead experience preferred 

• Experience in SaaS or B2B environments preferred 

• Strong leadership, coaching, and communication skills 

• Analytical mindset with the ability to interpret customer data and trends 

• Experience with CRM systems and customer success tools 

Collaboration and Communication: 

• Excellent written and verbal communication skills 

• Ability to work cross-functionally with internal teams 

• Strong relationship-building skills with both customers and internal stakeholders 

Customer-Centric Approach: 

• Strong focus on customer retention, engagement, and satisfaction 

• Ability to understand customer needs and drive value-based outcomes 

• Commitment to delivering a high-quality customer experience 

Adaptability and Innovation: 

• Ability to manage multiple priorities in a fast-paced environment 

• Problem-solving mindset with a focus on continuous improvement 

• Willingness to learn and adapt to evolving customer and business needs 

Location: 

• Idaho Falls, ID- Onsite

Physical Requirements: 

• Prolonged periods of sitting and working on a computer 

• Frequent video meetings where camera use is required 

Schedule: 

• Full-time, 40 hours per week 

• Standard business hours with flexibility for cross-time zone collaboration