Customer Success Manager

## About the Role We're looking for a Customer Success Manager who is equal parts operator, consultant, and product partner. You'll own high-impact customer relationships end-to-end: driving outcomes, pushing adoption, surfacing product gaps, and helping shape what we build next. This role is hands-on, fast-moving, and highly cross-functional — ideal for someone who likes ambiguity, ownership, and real influence. ## Responsibilities ### Own Customer Outcomes & Growth - 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 ### Build Scalable Customer Education - 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 ### Drive Product Adoption - 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 ### Influence the Product Roadmap - 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 ### Operate Cross-Functionally - Collaborate with Support, Implementation, and Marketing to improve the full customer lifecycle - Help define Customer Success processes, metrics, and tooling as the company scales ## Requirements ### Required - 3–6+ 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 ### Preferred - Experience working closely with Product and Engineering teams - Familiarity with EMR, POS, payments, subscriptions, or analytics platforms ## What We Offer - 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, and benefits - Remote-first, high-trust, execution-focused culture ## About the Company Prospyr Medical is building the operating system for medical aesthetics and wellness. We replace fragmented EMRs, POS systems, payments tools, and analytics with a single, modern platform designed for how practices actually run. Our customers rely on Prospyr to power revenue, operations, and patient experience. Customer Success is not a support function here — it's a growth engine and a direct input into product strategy.