Customer Success Manager

We are conducting a search for a Customer Success Manager to join a growing, customer-focused technology organization in the Albany/Troy area. This is an on-site, client-facing opportunity for someone who enjoys building relationships, coordinating with internal teams, and helping customers achieve measurable results.

The Opportunity

The Customer Success Manager will serve as the primary point of contact for a portfolio of clients, helping them maximize the value of the company's technology platform. This role will focus on client engagement, product adoption, goal setting, reporting, retention, and ongoing relationship development.

This is a great opportunity for someone with experience in customer success, account management, client services, project coordination, or a similar client-facing role who enjoys problem-solving and working closely with customers.

Key Responsibilities

• Serve as a trusted advisor and primary point of contact for assigned clients
• Build and maintain strong, long-term customer relationships
• Help clients establish goals and maximize the value and utilization of the platform
• Coordinate with internal teams to execute client strategies and address customer needs
• Monitor client engagement and identify opportunities to improve adoption and results
• Prepare and deliver regular reports and insights demonstrating client outcomes and ROI
• Identify potential risks and proactively address issues that could impact client satisfaction or retention
• Use available data and reporting to guide customer engagement strategies
• Conduct product demonstrations and educate clients on platform capabilities
• Gather customer feedback and communicate product enhancement opportunities to internal teams
• Support ongoing client retention and relationship growth
• Travel to customer sites within the U.S. as needed

Qualifications

• Bachelor's degree or equivalent experience
• 2 years of experience in customer success, account management, client services, project management, or another client-facing role
• Strong written, verbal, presentation, and interpersonal communication skills
• Ability to communicate effectively with both technical and non-technical audiences
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities independently and meet deadlines
• Analytical and problem-solving mindset with the ability to use data to support decisions
• Confident, professional, self-motivated, and collaborative
• Comfortable learning and demonstrating technology platforms
• Ability to travel to customer sites within the U.S. as needed

Preferred Qualifications

• Experience working with a SaaS or technology platform
• Familiarity with CRM or customer success tools
• Experience with Zoho CRM and/or Zoho Projects
• Exposure to healthcare technology, pharmacy benefits, or member engagement
• Experience working with customer adoption, retention, or engagement metrics

What We Offer

• $65,000–$75,000 base salary
• Medical, dental, and vision insurance
• 401(k) with employer match
• Paid time off
• Life insurance
• Opportunity for professional growth within a growing organization
• Collaborative team environment working with innovative technology

Work Location: Troy, NY – on-site, with occasional travel to U.S.-based client sites

If you're a relationship-driven professional who enjoys helping customers succeed and would like to build your career in a growing healthcare technology organization, we'd love to hear from you.