Customer Success Manager

Shift: 8:30am-5pm – Monday-Friday, with flexibility to work outside standard hours as needed for conferences, events, or business needs.

Reports to: Vice President of Clinical Integration

FLSA Status: Full-Time, Salary, Exempt

Amazing opportunity to join a mission-driven software company that serves the behavioral health space. Care Predictor is a SaaS platform that provides mental and behavioral health programs game-changing data & insights to help their staff, patients and margins in order to grow their business. Care Predictor is the premier behavioral health predictive analytics-based, workforce development solution on the market. We provide the most advanced technology to behavioral health providers in need of better solutions to hire better people, develop their teams and deliver better care – all while driving improved patient outcomes and financial margins.

We are seeking a proactive and relationship-driven Customer Success Manager (CSM) to own the end-to-end client journey. In this role, you will be the primary architect of Client Lifetime Value, guiding partners from initial onboarding through deep product adoption and long-term expansion.

As Customer Success Manager, you will actively follow and shape the client journey from first kickoff through long-term value realization. You will ensure each partner has a clear path from implementation to sustained adoption—so Care Predictor becomes embedded in daily workflows, leadership routines, and continuous improvement efforts.

You are not simply a support contact; you are a consultant who translates platform insights into actionable strategies. You will monitor account health, champion new feature rollouts, and ensure clients are utilizing the full power of Care Predictor to improve margins and patient care.

Driving Adoption & Product Value

• Lifecycle Velocity:
  Manage onboarding to ensure 100% of clients achieve defined time-to-value within their first 30 days.
• Feature Champion:
  Lead rollout of new platform capabilities, ensuring at least 60% adoption within the first 90 days.
• Technical Embedding:
  Promote and drive adoption of the Kipu API integration (target: 90% of eligible accounts) to embed Care Predictor into daily workflows.
• Engagement Monitoring:
  Monitor staff assessment completion (target: 80% within 30 days) and facilitate retests every six months to maintain a fresh data pulse.

Strategic Insights & Consultation

• Monthly Health Checks:
  Deliver Monthly Insights Reports to 100% of assigned accounts, using platform data to deepen engagement and expand feature usage.
• Prescriptive Advice:
  Provide three actionable recommendations per report focused on improving staff retention, hiring accuracy, or patient outcomes.
• Value Proof:
  Lead regular business reviews with client leadership and clinical directors to demonstrate ROI and identify opportunities to solve evolving challenges through expanded feature sets.
• Relationship Management:
  Act as the primary liaison between clients, product, and support teams to ensure feedback is heard and technical issues are resolved.
• Expansion Mindset:
  Proactively monitor account health scores and identify upsell opportunities, including new facilities, teams, or feature expansions.
• Retention Forecasting:
  Maintain accurate renewal and expansion ARR forecasting within the internal CRM.

What Success Looks Like :

Time-to-value achieved fast:

• 100% of clients reach defined time-to-value within 30 days
• Stakeholder map and success criteria established within two weeks
• 80% assessment completion within 30 days, with clear plans to close gaps
• Monthly Insights Reports delivered and reviewed consistently
• Each report includes three actionable recommendations and at least one confirmed client action before the next check-in
• New features reach 60% adoption within 90 days
• Strong workflow embedding through regular use and supervisor routines
• Six-month retest cycles executed consistently
• Account health scores stable or improving
• Risks identified early (usage drop, champion loss, unresolved issues) and addressed before churn

Retention and expansion performance:

• Accurate renewal and expansion forecasting
• Renewal readiness…