Customer Success Manager

Client Success Manager Salary Range - $90k to $110k p.a. | Up to $10k OTE | Early employee equity Role Overview We’re looking for a Customer Success Manager to own the success, retention, and growth of a portfolio of approximately 25 customers. You will serve as the primary relationship owner for your customers, ensuring they receive responsive communication, clear guidance, and coordinated support throughout their lifecycle with Sohar. You will maintain renewal plans, identify expansion opportunities, manage customer risk, and translate customer needs into action across Product, Implementation, Sales, and technical teams. This is a hands on role for someone who combines strong relationship management with commercial judgment, operational discipline, and a genuine ownership mindset. You will directly influence customer retention, expansion revenue, and the consistency of the customer experience as Sohar continues to grow. This role reports directly to the Head of Customer Success. Key Responsibilities Own the success, retention, and growth of approximately 25 customers, including relationship management, renewal planning, risk mitigation, expansion identification, forecasting, and customer escalations. Deliver a consistently excellent customer experience through responsive communication, effective meetings, clear documentation, reliable action closure, and close coordination with Implementation, Product, Sales, and technical teams. Translate customer needs and data into structured product feedback and scalable Customer Success processes, while completing one measurable internal improvement project per quarter after onboarding. Qualifications 3 to 5 years of total professional experience. Customer Success, Account Management, or another post sales role within a B2B SaaS or technology enabled business. Experience managing a portfolio of at least 25 customers, ideally 30 or more. Evidence of achieving retention, renewal, growth, or expansion targets. Experience owning renewals and identifying expansion opportunities across an existing customer portfolio. Strong executive, verbal, and written communication skills, particularly in fast moving channels such as Slack. A track record of owning customer issues and escalations through to resolution. Strong organizational skills and the ability to manage multiple customer priorities without losing attention to detail. Comfort using CRM data, product usage, customer health signals, and commercial metrics to prioritize work. Ability to influence Product, Implementation, Sales, and technical teams without direct authority. A practical, resourceful approach suited to a growing, early stage company. Preferred Experience At least one year of frontline customer support, sales development, or another high volume customer facing role before moving into Customer Success. Experience working with Salesforce or a comparable CRM. Experience creating or improving Customer Success playbooks, meeting cadences, health scoring, or renewal processes. Healthcare technology, revenue cycle management, or API first platform experience. What Success Looks Like Success in this role will be measured through: Gross revenue retention and logo retention. Renewal forecast accuracy. Percentage of renewals planned at least 120 days in advance. Expansion pipeline and growth target attainment. Customer communication responsiveness. Quality of recurring meetings and consistency of action closure. Customer risk identification and recovery. Quality and consistency of customer success plans and account health information. Completion of one measurable internal improvement project per quarter after onboarding. Working at Sohar This is a remote position with opportunities to travel for company and customer events. About Sohar Health 🚀 Join the Sohar Health Team and Help Revolutionize Healthcare Access in the US Who We Are Sohar Health is building the infrastructure that helps healthcare providers navigate the complex world of insurance and revenue cycle management. Founded by Ash and Lucas and backed by Y Combinator, Sohar is developing technology that enables providers to deliver a simpler, more accurate experience for their patients. Our Purpose We believe healthcare is a fundamental right. Our mission is to help more people access the care they deserve by removing administrative and financial barriers from the patient journey. Our Values 🎯 Focus on Data Accuracy We are unwavering in our commitment to building the most accurate revenue cycle management solution in the market. 🤗 Empathy in Action We understand the challenges healthcare providers and patients face, and we build solutions that genuinely make their lives easier. 🔍 Transparency Is Key We communicate honestly and openly with our customers, particularly when navigating complex data and difficult decisions. 🌈 Simplicity Rules In an industry known for complexity, we take a refreshingly simple and intuitive approach. Sohar Health is an equal opportunity employer. We celebrate diversity and believe our differences make us stronger. We do not discriminate on the basis of race, ethnicity, religion, gender, gender identity, sexual orientation, age, disability, background, or any other protected characteristic. We welcome the unique perspectives of everyone who joins our mission. Compensation The base pay range for this role is $90,000 – $110,000 per year.