What are the responsibilities and job description for the Customer Success Manager position at Project M?
About Project M
Project M is a strategic initiative focused on building and scaling a data-driven platform to improve healthcare decision-making and operational efficiency. By transforming clinical, operational, and financial data into actionable insights, Project M enables smarter, faster decisions, improving outcomes, reducing costs, and supporting scalable growth.
Role Overview
We are seeking our first Customer Success Manager to join Project M and play a foundational role in shaping the customer experience. This person will partner closely with early customers, ensuring successful onboarding, driving adoption, and translating customer needs into product and operational improvements.
Job Description:
Customer Success Manager (Project-Based, Junior–Mid Level) – Digital Health. Option to convert to full-time
Location
Florida - Miami
Significant on-site required
Engagement Type
Project-based (6 months) / contract role with the potential to transition into a full-time position based on performance and business needs
About the Role
We are seeking a tech-savvy, hands-on Customer Success Manager to support customer pilots and early-stage deployments as part of a defined project. This role is ideal for someone who enjoys being on-site with customers/clinical team, owning implementations end-to-end, and playing a critical role in proving product value during pilots.
You will be the “boots on the ground” during pilot programs - leading implementation, supporting users in real time, and acting as the connective tissue between customers and our internal product and engineering teams. For the right person, this role offers a clear path to a full-time position.
Key Responsibilities
- Lead on-site pilot implementations at customer locations, including setup, configuration, and validation
- Spend extended periods on-site (up to several weeks at a time) to support go-live and stabilization
- Train end users and stakeholders on product workflows and best practices
- Troubleshoot technical, integration, and workflow issues in close collaboration with Engineering and Product
- Capture structured customer feedback and translate it into actionable insights
- Track pilot success metrics and proactively identify risks or gaps
- Support handoff from pilot phase to long-term customer success ownership
- Document implementations, issues, and resolutions clearly and consistently
- Ability to assess the pilot process and write a conclusion reports.
Required Qualifications
- Experience in Customer Success, Implementation, Solutions Engineering, Technical Support, or a similar role
- Strong technical aptitude and comfort working with complex software products
- Experience supporting pilots, implementations, or deployments in live customer environments
- Excellent problem-solving and troubleshooting skills
- Strong communication skills with both technical and non-technical stakeholders
- Willingness and ability to be on-site and stay near customer sites for extended periods
- Ability to work independently and take ownership in the field
Preferred Qualifications
- Experience in healthcare, health tech, SaaS, AI/ML, or enterprise software
- Familiarity with integrations, APIs, data workflows, or clinical/operational systems
- Experience working directly with hospitals, clinics, or enterprise customers
- Startup or early-stage company experience
For more information, please send your CV to ahuva.m@projectm.tech