The Customer Success Manager manages post-deployment success for enterprise healthcare customers, driving adoption and ROI while ensuring customer satisfaction and relationship building.
Kontakt.io is building the platform that care operations run on.
We reduce waste, cut costs, and improve throughput in hospitals by automating and orchestrating clinical workflows. Using AI, real-time location data (RTLS), and deep EHR integration, our platform enables care teams to operate with real-time intelligence and financial discipline, improving outcomes for patients and operators alike.
We are trusted by leading U.S. health systems including HCA, Sutter Health, Advent Health, Trinity Health, and the U.S. Department of Veterans Affairs. Backed by Goldman Sachs, we have scaled rapidly over the last two years and are now building the foundation required for the next phase of durable, disciplined hyper growth.
Position Title: Customer Success Manager – Enterprise Accounts (West Region)
Reporting Relationship: Reports to Director, Customer Success Enterprise
Location: Remote. Candidates must be located in the Western United States.
Role Overview: The Customer Success Manager - Enterprise Accounts owns the post-deployment success of strategic enterprise healthcare customers. This role partners closely with clinical, operational, IT, and executive stakeholders to drive adoption, value realization, measurable ROI, renewals, and expansion across Kontakt.io’s platform.
Key Responsibilities
- Strategic Customer Ownership
- Manage a portfolio of strategic enterprise healthcare customers post-deployment, serving as a trusted long-term partner.
- Develop and execute outcome-driven success plans aligned to customer goals around safety, asset visibility, operational efficiency, and return on investment (ROI).
- Build strong relationships across clinical, operational, IT, and executive stakeholders.
- Guide customers through post-go-live adoption, optimization, and expansion, ensuring sustained value realization.
- Proactively identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction.
- Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth.
- Customer Success Practice & Scale
- Contribute to the ongoing evolution of Kontakt.io’s enterprise Customer Success practices, with a focus on consistency, scalability, and ROI-driven outcomes.
- Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement.
- Translate complex customer data and outcomes into clear ROI narratives, best practices, and playbooks for the broader CS organization.
- Provide input on processes, tools, and workflows that improve team efficiency and customer impact.
- Cross-Functional Collaboration
- Work closely with Sales, Product, Technical Account Services, Hardware Operations, and Marketing to deliver cohesive post-deployment customer experiences.
- Serve as the voice of the customer, sharing insights that inform product direction, roadmap decisions, and ROI-focused improvements.
- Collaborate on initiatives that support measurable ROI, adoption, and long-term customer value.
Required Qualifications
- 6+ years of Customer Success experience in the healthcare space, supporting enterprise healthcare organizations.
- Self-starter with the ability to hit the ground running, operate independently with a high level of autonomy, and take ownership of customer relationships and outcomes in a fast-paced, growth-stage environment.
- Comfortable operating in an environment of continuous change, while remaining effective and impactful for customers.
- Experience in healthcare technology, including supporting technology and SaaS platforms, within complex healthcare environments.
- Strong understanding of healthcare workflows, customer lifecycle management, renewals, and expansion strategies.
- Experience driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms.
- Demonstrated executive presence, with the ability to engage senior leaders, lead strategic conversations, and articulate value and ROI at the executive level.
- Strong problem-solving skills with an ownership-oriented mindset.
- Experience using Salesforce or similar enterprise CRM tools.
Top Skills
Healthcare Technology
SaaS
Salesforce
Similar Jobs
Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Build relationships with executives, drive product adoption, lead customer success plans, and collaborate across teams to enhance customer experience and value.
Top Skills:
ConfluenceGainsightJIRASalesforceTableau
.png)
Cloud • Information Technology
The Customer Success Manager will manage 50-100 accounts, drive growth, ensure onboarding, engage stakeholders, and identify expansion opportunities.
Top Skills:
ChurnzeroCrm ToolsSalesforce
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The Associate Customer Success Manager advocates for customers, oversees a portfolio, and helps achieve business outcomes through guidance and resources.
Top Skills:
Ai-Enhanced Technology
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
