Senior Customer Success Manager Nashville

At Findhelp we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources follow them on their journey and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local state and national programs that serve every ZIP Code in the country from rural areas to major metropolitan centers. Findhelp is headquartered in Austin Texas and has been enabling healthcare government education and other organizations to connect people with the social care resources that serve them with privacy and security since 2010.

As a mission driven organization we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area we have helped millions of Seekers find food health housing and employment programs.

Job Overview:  

As a Senior Customer Success Manager you will lead the strategic health and growth of high-value customers bridging the gap between executive strategy and tactical execution. You will own the entire customer lifecycle—from seamless sales-to-service hand-offs and onboarding to delivering high-impact Quarterly Business Reviews for C-suite stakeholders. By acting as a primary internal advocate you will collaborate with R&D  and Product Support teams to resolve technical escalations and ensure platform functionality aligns with clinical and financial goals. We are looking for an assertive professional who thrives in fast-paced environments and has the ability to translate complex data into actionable strategies that optimize outcomes within our customer’s ecosystem.

Responsibilities and Duties:

• Strategic Relationship Management: Serve as the primary point of contact for a portfolio of enterprise customers building trust-based relationships with stakeholders from operational users to C-suite leadership to ensure measurable value retention and revenue growth.
• Executive Storytelling & Reporting: Design and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex usage metrics into actionable narratives ensuring findhelp’s impact aligns with the customer’s clinical and financial objectives.
• Customer LIfecycle: Own the entire customer lifecycle partnering with Sales and Implementation teams to translate initial discovery goals into a structured value-driven success plan
• Continuous Product Adoption & Mobilization: Proactively drive usage growth by identifying new user groups conducting staff training and providing "best practice" blueprints to ensure deep integration of the findhelp tool suite.
• Data-Driven Strategy & AI Innovation: Utilize Vitally HubSpot and generative AI to monitor account health and identify risks. Leverage familiarity with healthcare ecosystems (e.g. Availity) to optimize interoperability and streamline workflows.
• Internal Advocacy & Escalation Management: Act as the "Voice of the Customer" by synthesizing client feedback to influence the product roadmap and navigating technical escalations to maintain project momentum and trust.
• Metric-Driven Success: Closely monitor usage metrics and data trends to proactively address deployment hurdles and mitigate risks before they impact the user experience.

• 7+ years of experience in Enterprise Customer Success Account Management or Strategic Consulting with a proven track record of managing a high-revenue portfolio (e.g. $2M+ ARR).
• Healthcare Industry Expertise (Strongly Preferred): Deep understanding of healthcare ecosystems including experience working with health plans hospital systems or community-based organizations. Familiarity with interoperability tools (e.g. Availity) 
• Executive Presence & Storytelling: Demonstrated ability to build trust-based relationships with C-suite leadership and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex data into compelling narratives.
• Advanced Data & AI Proficiency: Expert-level command of Customer Success platforms (Vitally) CRM tools (HubSpot) and the use of Generative AI to automate workflows monitor account health and predict churn risks.
• Lifecycle Mastery: Extensive experience owning the "Sales-to-Service" hand-off and the end-to-end implementation lifecycle for complex multi-stakeholder enterprise clients.
• Technical Advocacy: Proven ability to navigate the bridge between business and product; skilled at synthesizing client feedback into actionable product requirements and managing technical escalations with engineering teams.
• Strategic Problem Solver: An assertive self-starter who thrives in fast-paced ambiguous environments and is motivated by a mission to improve social determinants of health (SDoH).
• Analytical Mindset: Strong ability to monitor and interpret usage metrics to proactively address deployment hurdles and optimize user adoption blueprints.

We value being together : We believe being together enables stronger relationships collaboration and culture.

This position is in 5 days in-office and candidates must be located in Nashville TN.

Perks at Findhelp 

• 401k & equity grants
• Free food and onsite gym at our Austin HQ 
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Comprehensive Medical Dental and Vision insurance with 100% company-paid coverage for employee only coverage
• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program

We’re building a diverse inclusive team

You’re welcome here. We want everyone to be able to easily connect to the help they need and we want our teams to reflect and represent our communities. It is our policy to recruit hire train and promote individuals as well as administer any and all Company policies without regard to age color disability ethnicity family or marital status gender identity or expression language national origin or ancestry physical and mental ability political affiliation race religion creed sexual orientation socio-economic status veteran status or any other protected class in accordance with applicable laws. Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff:

• Culture Committee 
• Leadership Development Training
• Paid Volunteering Time

What We Do

We’re powering a better social safety net. Building healthier and happier communities starts with supporting the whole person. That’s why Findhelp was founded in 2010: to connect all people in need to the programs that serve them with dignity and ease. Our software platform enables community organizations governments and businesses across industries to easily manage and coordinate care. From screening and closed-loop referrals to outcomes tracking and actionable health equity insights Findhelp is leading the modernization of the social safety net. For more information visit https://company.findhelp.com.

Why Work With Us

Our unique platform connects people to over half a million resources across the nation ensuring that support is accessible for everyone. Join us in our mission-driven culture to create meaningful change empowering individuals with the resources they need to thrive—all while prioritizing privacy and security.

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