Customer Success Manager

Position: Customer Success Manager
Location: Remote-friendly Hybrid options available

About Videra Health
At Videra Health, we believe that seeing people differently leads to better care. We are an AI-powered, FDA-registered, digital health platform helping providers and payers scale how they "see" and engage with patients through automated, AI-powered software tools and video assessments. By enabling synchronous tools and asynchronous video check-ins and AI-driven clinical insights, we help healthcare teams screen, monitor, and triage patients-anytime, anywhere-with clarity and efficiency.

Founded in 2019, Videra Health brings together deep expertise from behavioral health and cutting-edge technology. Our co-founders are internationally recognized leaders in both spaces, and our team is driven by the mission to transform how care is delivered. We offer a flexible, remote-friendly work environment and a strong culture of collaboration and innovation.

About the Role
The Customer Success Manager (CSM) plays a pivotal role at the intersection of customer engagement, product development, and patient experience. As a CSM, you'll manage a portfolio of customer accounts, working closely with clients to understand their goals, drive successful adoption of Videra's platform, and help improve outcomes for the people they serve. This is a strategic, process-oriented role ideal for someone who is proactive, adaptable, and passionate about improving healthcare through technology.

Key Responsibilities

• Serve as the primary point of contact for your customer accounts, ensuring successful onboarding, implementation, and long-term satisfaction.

• Partner with clients to define and deliver programs and assessments tailored to their clinical and operational goals.

• Monitor and support ongoing adoption of the platform, including providing training, optimizing account settings, and delivering data-driven insights.

• Proactively identify and resolve client and patient support issues; share insights with internal teams to improve platform usability and experience.

• Leverage product knowledge and technical fluency to assist in troubleshooting and configuration, often collaborating with integration partners.

• Build trusted relationships with key stakeholders and turn them into advocates through content such as case studies, testimonials, and white papers.

• Track and grow account revenue through retention strategies, upsell opportunities, and customer expansion initiatives.

• Contribute to the refinement of internal processes, playbooks, and reporting tools that drive efficiency and scalability for the Customer Success team.

• Perform other duties as needed to support team and company growth.

Qualifications - Required

• 1-3 years of experience in customer success or account management at a software company

• Bachelor's degree with strong academic performance

• Experience designing effective questions for surveys, assessments, or other data collection tools

• Exceptional written and verbal communication skills, with the ability to translate technical concepts into accessible messaging for clients

• Strong organizational and multitasking abilities in a fast-paced, high-volume environment

• Proven success working cross-functionally and collaboratively within diverse teams

• Comfortable analyzing data and generating customer reports

• Willingness to travel occasionally for client onboarding or support (less than 15% of the time)

Qualifications - Preferred

• Experience in a healthcare setting, particularly behavioral health, primary care, or acute care