Customer Success Manager

Every day, over 10,000 eye care professionals log into Crystal’s software before they see their first patient. We're the operating system behind independent eyecare — the EHR, practice management, billing, scheduling, and payments platform that keeps these practices running smoothly.

With new leadership, fresh growth capital from top-tier software and search fund investors, and a clear runway to $35mm in ARR, Crystal is at an inflection point. We're not a startup – we're a market leader focused on long-term value creation. That means building the team, the product, and the go-to-market engine to execute on our ambitious goals. 

We’re assembling a team that matches the opportunity. If that sounds like your kind of challenge, we'd like to hear from you.

We’re looking for a Customer Success Manager who wants to own customer outcomes, build the foundation of Customer Success at Crystal, and help practices run stronger businesses on our platform.

This is Crystal’s first dedicated Customer Success hire. You will step into a highly strategic, hands-on role that blends account ownership, retention, adoption, renewals, and expansion with the process-building work required to scale Customer Success over time. You’ll manage a portfolio of customers post-implementation, help them realize meaningful operational and financial value from Crystal, and partner cross-functionally to create a proactive, structured, and long-lasting post-sale experience.

This role is built for a strong SaaS operator who can combine relationship management with rigor, accountability, and a bias toward building repeatable systems. You should be equally comfortable helping a practice solve workflow challenges, running a renewal conversation, identifying expansion opportunities, and creating the playbooks and processes that future Customer Success team members will use.

• Act as the strategic partner for a portfolio of customers after onboarding and go-live
• Own renewals for assigned accounts and manage the renewal process with clear visibility, urgency, and follow-through
• Drive retention, expansion, and long-term customer value across your book of business
• Run proactive customer outreach and account planning to strengthen relationships and support long-term partnership
• Serve as the strategic point of contact for high-impact customer concerns and escalations
• Monitor account health, identify risks early, and create action plans that improve retention and measurable customer outcomes 
• Partner with Sales and leadership on renewal and expansion strategy, including pricing and packaging where needed

• Build strong relationships with practice owners, office managers, and billing teams to drive ongoing success with Crystal PM
• Help customers adopt and optimize key Crystal workflows across scheduling, billing, reporting, payments, inventory, and practice operations
• Guide customers toward relevant capabilities and best practices that improve efficiency, staff workflows, and operational and financial outcomes 
• Monitor product usage, engagement, support trends, and customer sentiment to identify both retention risks and expansion opportunities
• Lead adoption of new features and workflows across customer accounts
• Conduct regular business reviews with strategic customers to align on goals, measure value realization, and identify risks and growth opportunities

• Help define the Customer Success operating model at Crystal, including playbooks, templates, success plans, health scoring, and risk workflows
• Help define customer segmentation, engagement models, and coverage strategy as the Customer Success function scales
• Maintain clean, complete account documentation in CRM and other internal systems
• Create strong handoffs and feedback loops with Support, Training, Product, Sales, Payments, and Revenue Cycle Management to improve the full customer lifecycle
• Serve as the voice of the customer internally by surfacing recurring pain points, workflow gaps, competitive insights, and product feedback
• Contribute to one-to-many and scalable customer programs such as webinars, enablement content, lifecycle outreach, and best-practice resources

• Gross revenue retention and logo retention across assigned book of business
• Renewal rate and on-time renewal execution
• Net revenue retention through a combination of retention and expansion
• Customer health coverage and completion of proactive account plans/business reviews across the portfolio
• CRM hygiene, renewal visibility, and clean internal documentation
• Contribution to the build-out of Crystal’s Customer Success playbooks, processes, and reporting

• 5 years of experience in Customer Success, Account Management, or a similar client-facing role in B2B SaaS
• Track record of owning customer relationships and driving retention, renewals, adoption, and expansion
• Comfort working with SMB or mid-market customers in SaaS, healthcare-adjacent, or vertical software environments
• Strong communication, consultative problem-solving, and relationship-building skills, with the ability to connect software capabilities to operational and financial outcomes for customers
• Collaborative, coachable, and comfortable operating in ambiguity while building new processes
• Ability to manage multiple accounts at once while maintaining strong organizational discipline and follow-through

• Familiarity with EMR, POS, payments, subscriptions, or analytics platforms
• Experience in healthcare, optometry, ophthalmology, or revenue cycle workflows
• Experience helping build Customer Success processes, playbooks, or early teams
• Experience working cross-functionally in a growing organization
• CRM proficiency (Salesforce preferred)
• Proficiency using AI/automation tools daily to help drive productivity and workflow
• Austin-based or willing to work in-office on a flexible basis is a plus

• Base salary variable incentive compensation aligned to retention, renewals, expansion, and customer adoption/value outcomes 
• Path to grow with leading the Customer Success team as the function scales