Customer Success Manager

About Passage Health Passage Health is a fast-growing Series A startup on a mission to improve the quality and accessibility of autism care through technology. Autism diagnosis rates have surged over the past decade to 1 in 31 children, yet families still face waitlists of up to a year for care as providers—hampered by antiquated technology and manual workflows—struggle to meet surging demand. We’re building the platform that modernizes how autism care providers work—from clinical documentation to operations to billing—transforming how care is delivered and scaling access across a $460B market. Over the past year, Passage has grown more than 3x, driven by strong customer demand and expanding partnerships across the autism care ecosystem. As we scale, we’re focused on building durable foundations—the systems, processes, and decision-making needed to support long-term growth. What You’ll Be Doing As a Customer Success Manager (CSM), you will play a pivotal role in shaping the future of our customer team. This is an exciting opportunity to help refine and evolve our customer function, where you'll navigate ambiguity with a proactive, solutions-oriented mindset, untangle tricky customer problems, and directly contribute to our customers' success.. You’ll bring curiosity and drive as you collaborate with cross-functional teams to ensure successful implementations, form trusted partnerships, and help guide product improvements through customer feedback. What Success Looks Like Customer Onboarding: Own the end-to-end customer onboarding process for a portfolio of customers, ensuring timely and seamless transitions, and proactively guiding customers through challenges. Customer Success: Build and maintain strong relationships with a wide range of customer stakeholders, acting as their trusted advisor and point of contact. Monitor engagement, drive adoption, and surface issues early so customers stay and grow with us. Customer Support: Partner with our Support team to develop clear documentation and hands-on guidance that helps top-tier customers navigate complex workflows with confidence. Product Feedback & Improvements: Gather valuable insights and feedback from customers to help shape product enhancements, acting as the customer’s voice within our team. Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to deliver a smooth, high-quality customer experience. What You’ll Bring Experience: 3–5 years in Customer Success, Onboarding, Implementation, or a similar customer-facing role, ideally in SaaS or healthcare technology. Customer-Centric Mindset: Strong passion for helping customers succeed, backed by a track record of building lasting relationships and delivering real outcomes. Complex Problem-Solving: A talent for breaking down thorny, multi-stakeholder customer challenges, thinking critically, and seeing them through to resolution. Drive & Comfort with Ambiguity: An ownership mindset that thrives amid the ambiguity of a young company still finding its shape—taking initiative, moving quickly, and following through with care. Curiosity & Continuous Learning: Genuinely curious about customers, the product, and the autism care space, with a habit of asking questions and always seeking better ways to work. Collaboration: A team player who builds rapport easily and brings others along to get things done. Project Management: Exceptional organizational skills and the ability to juggle multiple projects and competing priorities without dropping details. Excellent Communication: Outstanding written and verbal communication skills, with the ability to convey complex ideas clearly and effectively. Why Passage Health? Outsized impact—as an early employee, your work will shape both the company and our users’ experience. Meaningful work using your skills to help children with autism. A fast-paced environment full of substantive challenges. Competitive salary and equity. Healthcare, dental, and vision benefits. Equal Opportunity Statement Passage Health is an equal opportunity employer and encourages all applicants from every background and life experience, without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.