Customer Success Manager

Summary

Procare HR, through Go Icon, provides resident and family engagement solutions for senior living communities, including communications, digital signage, activity management, transportation, and AI-driven insights. The Customer Success Manager manages post-implementation relationships for an assigned customer portfolio, driving product adoption, education, account health, retention, satisfaction, and long-term growth.

Responsibilities

• Build and maintain strong relationships with customers, serving as a trusted advisor and primary point of contact throughout their partnership
• Drive product adoption and customer success by delivering strategic guidance, training, and best practices that help customers achieve their goals
• Monitor account health, identify risks and growth opportunities, and develop plans to improve engagement, retention, and long-term value
• Collaborate with cross-functional teams to resolve customer issues, support renewals, and ensure a seamless customer experience
• Collect and communicate customer feedback to enhance products, services, and overall customer satisfaction
• Maintain accurate customer records, track account activity, and contribute to the continuous improvement of customer success processes and programs

Skills

• 3+ years of experience in customer success, account management, client services, or a similar customer-facing role, preferably in a software or technology environment
• Strong relationship-building and communication skills, including the ability to work effectively with stakeholders at different levels and with varying levels of technical comfort
• Ability to manage multiple customer accounts, priorities, follow-ups, and deadlines while maintaining strong attention to detail
• Analytical and problem-solving skills with the ability to interpret customer data and translate insights into practical action plans
• Comfort learning software products and explaining workflows, features, and best practices in clear, accessible language
• Ability to work independently in a remote environment while collaborating effectively across teams
• Proactive, organized, and customer-focused, with a strong sense of ownership and follow-through
• 20% travel required
• Familiarity with CRM systems, customer success platforms, and support or project management tools is preferred
• Senior living experience preferred

Qualifications

Must Haves

• 3+ years of experience in customer success, account management, client services, or a similar customer-facing role, preferably in a software or technology environment
• Strong relationship-building and communication skills, including the ability to work effectively with stakeholders at different levels and with varying levels of technical comfort
• Ability to manage multiple customer accounts, priorities, follow-ups, and deadlines while maintaining strong attention to detail
• Analytical and problem-solving skills with the ability to interpret customer data and translate insights into practical action plans
• Comfort learning software products and explaining workflows, features, and best practices in clear, accessible language
• Ability to work independently in a remote environment while collaborating effectively across teams
• Proactive, organized, and customer-focused, with a strong sense of ownership and follow-through
• 20% travel required

Nice to Haves

• Familiarity with CRM systems, customer success platforms, and support or project management tools is preferred
• Senior living experience preferred

Benefits

• Health insurance with company paid premium for employee only coverage
• FSA and HSA options available
• Company paid dental insurance for employee only coverage
• Company paid life insurance
• Company paid short- and long-term disability insurance
• A 401K plan with company match and safe harbor contribution
• Paid Time Off
• Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident
• Fully Remote Opportunity