Customer Success Manager

Company Description

At Blue Purpose, our mission is to empower senior care providers through transformative care-management technology. We are not just a software company; we are a purpose-driven team focused on helping caregivers, administrators, and clinical leaders deliver better outcomes through powerful, intuitive tools. If you’re seeking a career, passionate about healthcare, and innovation, we want to meet you.

Job Title: Customer Success Manager

Location: (Greater Tampa, FL area only)

Salary: $33.65 pr/hr ($70,000/year)

Overview

We are seeking an experienced and relationship-driven Customer Success Manager to ensure our clients achieve maximum value from our solutions. The ideal candidate will serve as a trusted partner to our customers, driving adoption, engagement, and satisfaction while identifying opportunities for expansion and long-term retention. The CSM will own the post-implementation relationship with each customer—ensuring engagement, satisfaction, retention, and expansion—while acting as the bridge between clients and our product, training, and engineering teams.

Responsibilities:

Client Success & Retention

• Serve as the primary point of contact for customers after go-live.
• Drive adoption of our platform across client teams through training, best practices, and ongoing optimization.
• Conduct regular check ins and performance reviews to ensure satisfaction and retention.
• Maintain awareness of customer’s operation status and evolving needs.
• Manage renewals and ensure contract satisfaction through proactive engagement.
• Manage customer escalations and ensure issues are resolved quickly and effectively.

Technical & Product Alignment

• Translate customer goals and issues into actionable feedback for Product and Development teams.
• Monitor client utilization metrics, proactively addressing underutilization.
• Stay current with product updates and ensure clients leverage new features effectively.

Implementation Support

• Partner with Implementation and Training teams during onboarding to ensure smooth transition to post-launch success management.
• Conduct customer onboarding sessions to ensure successful product adoption.
• Document client goals, configuration preferences, and success plans in CRM.

Collaboration

• Collaborate across Product, Support, Marketing, and Clinical teams to enhance customer communication and outcomes.
• Identify opportunities to expand relationships through additional services or modules.
• Maintain comprehensive documentation of interactions, agreements, and key account insights in CRM.
• Contribute to the continuous improvement of Customer Success playbooks and resources.

Qualifications

• Bachelor’s degree in Business, Computer Science, or a related field.
• 4+ years of experience in Customer Success or Account Management for a SaaS company (healthcare software experience preferred).
• Strong technical aptitude; ability to communicate software concepts clearly to non-technical users.
• Exceptional written, verbal, and presentation skills suited for both executive and frontline audiences.
• Highly organized, empathetic, and capable of managing multiple facilities simultaneously.
• Familiarity with healthcare operations, and regulatory environments is a strong plus.
• Strong knowledge of all business applications related to the operations of a Care Center like PCC, Matrix, UKG, etc.

Core Traits

• Strategic relationship builder and trusted advisor.
• Data-driven and comfortable using dashboards and analytics.
• Calm, professional, and resourceful under pressure.
• Passionate about technology’s role in improving outcomes in senior care.

What Success Looks Like

• Clients achieve measurable ROI, improved compliance, and higher satisfaction through VIBE.
• High renewal and engagement rates across assigned accounts.
• The CSM is viewed as a strategic partner, not a vendor.

Why Join Us?

• Competitive compensation + full benefits (WFH, medical, dental, vision, life, AD&D, 401k, PTO, Holidays)
• Play a pivotal role in helping LTC providers transform care delivery through technology, directly influencing resident outcomes and staff efficiency.
• If you’re passionate about learning and growing, have a heart for Long Term Care, and thrive in a startup environment, we’d love to hear from you. Apply now and help providers deliver better care through effective technology adoption.
• Influence product development by sharing firsthand insights through close customer relationships.

Join a collaborative, mission-driven team dedicated to improving LTC operations—your organizational skills will directly contribute to our clients’ success.