Customer Success Manager

Help Customers Succeed. Build Lasting Relationships. Make an Impact.

About Direct2Care

At D2C, we're passionate about creating exceptional experiences, for our customers and our team. We're looking for a Customer Success Manager who loves building relationships, solving problems, and helping customers get the most out of the products they use.

This is a role for someone who enjoys wearing multiple hats, thrives in a fast-paced environment, and takes initiative. If you're energized by helping customers achieve meaningful outcomes while partnering cross-functionally to deliver an exceptional experience, we'd love to meet you.

What You'll Do

Own the Customer Journey

• Manage a portfolio of customer accounts from implementation through renewal.
• Serve as the primary point of contact for customer questions, requests, and ongoing account management.
• Build trusted relationships with key stakeholders and become a strategic partner to your customers.
• Lead onboarding, implementation, product training, and adoption efforts to ensure long-term success.
• Conduct regular customer check-ins, business reviews, and strategic planning conversations.
• Monitor customer health, engagement, and product utilization to proactively identify opportunities and risks.
• Develop success plans for at-risk customers and collaborate internally to improve outcomes.

Drive Retention & Growth

• Manage the end-to-end renewal process, including timelines, quotes, and customer communication.
• Partner with Sales and leadership on complex renewal conversations and negotiations.

Solve Problems & Advocate for Customers

• Troubleshoot customer questions and coordinate with internal teams to drive timely resolutions.
• Partner with Product, Support, Clinical, and other teams to advocate for customer needs.
• Own customer communication throughout escalations until issues are resolved.

Keep Things Running Smoothly

• Successfully manage multiple customer accounts with varying levels of complexity.
• Prioritize competing demands while maintaining responsiveness and organization.
• Identify opportunities to improve internal processes and the overall customer experience.

What We're Looking For

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• 3+ years of experience in Customer Success, Account Management, Client Services, Customer Experience, or another customer-facing role.
• Experience managing multiple customer accounts simultaneously.
• Experience working within a CRM (HubSpot experience is a plus).
• Excellent verbal and written communication skills.
• Comfortable leading customer meetings, presentations, and training sessions.
• Strong problem-solving, organizational, and prioritization skills.
• Comfortable learning new technology and troubleshooting customer issues.
• Bilingual preferred

You'll Thrive Here If You Are...

• A relationship builder who earns trust quickly.
• Highly organized and able to juggle multiple priorities.
• Proactive—you identify problems before they become issues.
• A collaborative teammate who enjoys working across departments.
• Curious, coachable, and committed to continuous improvement.
• Comfortable using customer data and insights to guide decisions.
• Someone who takes ownership and follows through.

Technology You'll Use

• HubSpot
• Microsoft Suite
• Notion
• MyClinic Healthcare Backoffice

What Success Looks Like

• Build trusted, long-term customer relationships.
• Drive successful onboarding and product adoption.
• Maintain a healthy, engaged customer portfolio.
• Consistently achieve strong customer retention and renewal outcomes.
• Balance multiple priorities while delivering an exceptional customer experience.
• Collaborate effectively across teams.
• Take ownership and continuously look for ways to improve.

Why You'll Love Working Here

• 💰 Competitive salary
• 🏡 Hybrid work schedule with in-office collaboration every Tuesday and Thursday in our beautiful Scottsdale office
• ☀️ Remote Summers — we go fully remote from June through September
• 🩺 Comprehensive health, dental, and vision insurance
• 🚀 Opportunity to make a meaningful impact at a growing, customer-focused company
• 🤝 Collaborative, supportive team that values ownership, initiative, and continuous learning
• 📈 Career growth opportunities as we continue to scale

If you're passionate about helping customers succeed and want to join a team where your work truly makes an impact, we'd love to hear from you.