The Customer Success Manager at Prospyr Medical serves as a strategic partner to high-value customers, ensuring long-term success through retention, expansion, and measurable return on investment. In this role, you'll operate at the intersection of customer outcomes, product development, and internal process innovation within a remote-first, execution-focused company.
What You'll Do
- Act as the strategic partner for a portfolio of high-value customers
- Drive retention, expansion, and long-term customer value — not just “happiness”
- Identify risks early, create action plans, and push customers toward measurable ROI
- Lead QBRs, success plans, and executive-level conversations with practice owners and operators
- Create scalable onboarding and education programs that reduce dependency on 1:1 support
- Develop playbooks, workflows, and best-practice guides for complex operational use cases
- Turn real customer learnings into repeatable content that helps every customer succeed faster
- Lead adoption of new features, AI tools, and workflows across your book of business
- Own customer-facing rollout strategy for major product launches
- Help customers rethink and modernize their internal processes to fully leverage Prospyr
- Be the voice of the customer in product discussions — grounded in real usage
- Work directly with Product and Engineering to translate customer problems into solutions
- Participate in betas, pilots, and early feature testing with customers
- Close the loop: validate that what we ship actually solves the problem
- Collaborate with Support, Implementation, and Marketing to improve the full customer lifecycle
- Help define Customer Success processes, metrics, and tooling as the company scales
What We're Looking For
- 5–8+ years in Customer Success, Account Management, or similar roles in B2B SaaS or in Management Consulting
- Proven ability to drive retention, expansion, and adoption in complex products
- Comfort operating in ambiguity and building process where none exists
- Strong communication skills
- Bias toward action, ownership, and accountability
Nice to Have
- Experience working closely with Product and Engineering teams
- Familiarity with EMR, POS, payments, subscriptions, or analytics platforms
Benefits & Compensation
- Direct influence on customers, product direction, and company trajectory
- Ownership and autonomy — this role shapes how Customer Success works at Prospyr
- A fast-growing company with real product-market fit and deeply engaged customers
- Competitive compensation
- Equity
- Benefits
- Remote-first, high-trust, execution-focused culture
Work Mode
Remote, with team members located in the US. This is a fully remote role within the United States.
Prospyr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
