Customer Success Manager

About Dropstat

Dropstat is a healthcare technology company dedicated to eliminating staffing waste and improving patient care. Our workforce management platform and services help skilled nursing facilities achieve consistent shift coverage, reduce labor costs, and gain stronger operational insight. Founded by an ICU nurse, Dropstat combines purpose-built software, proven best practices, and expert schedulers to transform workforce management across healthcare.

We are expanding our team and seeking a Customer Success Manager who is excited to guide healthcare organizations through meaningful operational transformation.

Role Overview

The Customer Success Manager (CSM) is the strategic relationship owner for facility leadership, including Administrators, DONs, HR Directors, and Regional Operations executives. Your mission is to ensure customers successfully adopt Dropstat, understand their operational challenges, and achieve measurable improvement in scheduling outcomes. This is a strategic, analytical, relationship-focused role.

You will guide customers through onboarding, help them interpret their staffing and workflow data, uncover root causes of operational issues, facilitate monthly and quarterly reviews, and advise leaders on best practices and workflow improvements.

Who You Are

You are structured, analytical, and exceptional at communicating with executives. You enjoy diagnosing operational problems, digging into data, building polished presentations, and helping organizations adopt new processes. You thrive in a fast-moving environment, take ownership, and bring clarity and follow-through to every customer interaction.

What You’ll Do

Customer Relationship & Success Management

• Serve as the primary point of contact for facility leadership.
• Build trusted, strategic relationships with Administrators, DONs, HR Directors, and regional leaders.
• Conduct regular check-ins to review progress, discuss challenges, reinforce best practices, and ensure alignment on goals.
• Prepare and deliver Quarterly Business Reviews (QBRs) with insights, performance trends, and recommended actions.

Onboarding & Adoption

• Manage the onboarding project for each new facility, ensuring a structured and smooth transition into Dropstat’s processes.
• Coordinate with Implementation and Operations teams to ensure all onboarding milestones are achieved.
• Guide customers through organizational change, helping them replace outdated scheduling methods and align around new workflows.
• Help customer leaders understand the transformation journey and how to prepare their teams for success.

Customer Outcomes & Operational Performance

• Monitor each customer’s progress toward their operational and staffing goals.
• Help customers interpret Dropstat’s analytics dashboards and understand improvement opportunities.
• Identify emerging risks and adoption challenges early, coordinating internal actions to address them.
• Conduct deep-dive analyses with customers to understand their pain points, diagnose root causes, and identify patterns in staffing and workflow data.
• Work closely with facility leadership to design improved scheduling practices, communication workflows, and decision-making processes.
• Deliver polished, executive-ready reports and presentations summarizing findings, insights, and recommended actions.

What Success Looks Like

• Customers fully adopt Dropstat’s tools and eliminate outdated methods.
• Leadership teams gain clarity into their operational challenges and embrace improved practices.
• Customers experience more predictable and stable scheduling operations.
• QBRs and analyses lead to meaningful operational improvements.
• Strong customer satisfaction and engagement across the portfolio.
• Onboarding runs smoothly with clear ownership, communication, and coordination.

Qualifications

You Have

• 3–7 years of experience in Customer Success, Client Services, Consulting, or a similarly strategic customer-facing role.
• Experience with SaaS products or operational workflows (workforce management, HR tech, healthcare operations, or B2B SaaS preferred).
• Excellent written and spoken English.
• Strong relationship-building and executive communication skills.
• Ability to analyze business or operational data and translate insights into clear recommendations.
• Experience leading executive-style meetings, facilitating discussions, and guiding customers through change.
• Strong presentation creation skills in Canva, Gamma, PowerPoint, or similar tools.
• Experience preparing and delivering QBRs, performance reports, or executive summaries.
• Solid project management skills and comfort coordinating cross-functional onboarding processes.
• Ability to manage multiple customers simultaneously with clarity and follow-through.
• Comfortable working in a fast-paced startup environment.

Bonus Points

• Experience working with U.S.-based customers or healthcare organizations.
• Familiarity with skilled nursing or long-term care operations.
• Background in operations, consulting, analytics, or process improvement.

Work Environment & Schedule

• Fully remote position.
• Must align with U.S. business hours (EST preferred).
• Requires a reliable home office setup and strong internet connection.

Why Join Dropstat

• Mission-driven company making a meaningful impact on healthcare.
• Strategic, high-impact role working directly with healthcare leadership teams.
• Opportunity to guide true operational transformation.
• Collaborative environment with strong leadership support.
• Significant room for growth as Dropstat scales.