Customer Success Manager

Job Announcement:

Customer Success Manager

Amid clinical workforce shortages, rising healthcare costs, and ongoing concerns about inequity, IMPaCT unlocks the power of the grassroots community health workforce.

Here at IMPaCT Care, we get out of bed every day to change lives, with the most effective intervention in the world for addressing health inequity. We find, train and enable Community Health Workers: caring people who keep their communities healthy. We have built the largest and most scientifically-proven Community Health Worker platform in the country, used across 22 states by 70+ organizations like Kaiser Permanente, CVS and United Way. Across multiple randomized controlled trials IMPaCT has achieved outcomes frequently believed to be out of reach, including $2,500 annual savings per patient, improved mental health and a Net Promoter Score of 94. We’re making waves: on CNN, in WaPo, at the Fed…there is even a new Medicare billing code for Community Health Workers that is modeled after IMPaCT.

We’re changing the game, but also know the importance of enjoying the journey. That’s why we have made sure that IMPaCT Care is the place to be! We provide competitive compensation and equity grants, comprehensive benefits and plenty of opportunities for team-building and fun. Plus you get to work from home.

Interested? Read on.

Who You Are

A tech-savvy team player who thrives in fast-paced environments. You are:

• A project management maestro – You flawlessly orchestrate implementations, capture critical details, and distill complex discussions into crisp takeaways and action items. You are organized and proactive, moving ahead of schedule and ensuring nothing falls through the cracks.
• A communication ninja – Your emails, decks, and meetings are models of clarity and concision. You know when to speak, when to listen, and how to communicate with intention.
• A relationship architect – You balance empathy with accountability, listening first and building deep trust with customers while ensuring everyone stays on track.
• A health tech whisperer – You geek out on SaaS tools (CRM, Zoom, Asana) and healthcare workflows.

What You’ll Do

Operational Excellence & Project Command

• Orchestrate with Precision: Build structured project plans that work backward from goals, tracking all deliverables, owners, and timelines across stakeholders.
• Document Like a Pro: Maintain real-time, accurate documentation in Salesforce and Asana. Capture decisions with laser focus (e.g., "Per 6/15 discussion, Sunbelt will pilot new workflows by Q3").
• Own the "Hub": Act as the central point of alignment between internal teams (Product, Tech, WFD, DCT), holding stakeholders accountable to timelines and ensuring clean handoffs.

Anticipation & Risk Management

• See Around Corners: Identify risks early and flag them appropriately before they become blockers.
• Exercise Judgment: Distinguish between what to solve independently and when to escalate. Avoid false urgency by prioritizing based on real project risk.
• Communicate the Tradeoffs: Proactively prepare customers for risks, delays, or necessary tradeoffs to keep the big picture on track.

Customer Success & Relationship Management

• Portfolio Mastery: Co-manage 10–15 healthcare customers, ensuring retention and contract expansion through tight execution and professional presence.
• Launch Excellence: Support end-to-end CHW program launches, coordinating across stakeholders to achieve specific customer goals and seamless platform adoption.
• Streamline Technical Success: Own the Tech Review process. Collaborate with IT and customer stakeholders to align on compliance and technical needs, ensuring frictionless scalability.

Requirements

3+ years in CSM/account management, preferably at a health tech startup or SaaS company. Familiarity with basics of U.S. health care.

Proven ability to:

• Manage concurrent projects with zero dropped balls.
• Summarize discussions into 1-pagers that executives love.
• Navigate healthcare stakeholders (Healthcare systems, CBOs, payers).
• Tech stack proficiency: Google suite, CRM (Salesforce), Zoom, Asana, LMS platforms.
• Bachelor’s degree.
• Travel: 1-2x/quarter for IMPaCT team retreats and customer onsite visits.

One of our core values is to create a diverse workplace that welcomes and values each team member’s unique perspective, background, and ideas. We are committed to an inclusive and diverse workplace.